Complaints

This profile includes complaints for Hertz's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  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

• 

  Eagle Automotive

  2223 Memorial Pkwy SW Huntsville, AL 35801-5621

• 

  Hertz

  Ontario International Airport Ontario, CA 91761

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:07/27/2022

  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.

  The HSV airport hertz location is the absolute worst. They have awful customer service and did not provide me the car type I specifically requested. I had multiple issues with the staff and the car. It ruined part of the family vacation because I ordered an XL extra capacity SUV. I was supposed to receive a large extended Suburban or Yukon XL but instead received a Toyota Sequoia. The person at the counter inside the airport was extremely rude and unprofessional. He said we don't even carry that type of car and that it's hertz corporates fault for putting it on the app. Long story short we had to take the Sequoia or we wouldn't have a vehicle to take the trip that night. Halfway into the trip the rear AC stopped working and once we got to our destination the back left tire was losing air. I called Hertz roadside assistance and received no help. Stayed on the call for over 30 mins and no one picked up. I tweeted with Hertz the entire time and they were no help either. I called the number for help from the airport hertz and they never answered or called back. Long story short they did not give me the right car, the car I did receive had two major issues one being a safety issue with the tire. I've asked for additional compensation but no reply. I've emailed called and left messages but nothing. This is absolutely sad and ridiculous!!
  

  Business Response

  Date: 08/29/2022

  Business Response /* (1000, 5, 2022/08/09) */
  BBB Complaint #: XXXXXXXX
  RR #: LXXXXXXXX
  
  This is in response to ******** ******** complaint.
  
  We regret any misunderstanding regarding the vehicle class reserved. Hertz' classification of vehicles is based on a number of factors including the manufacturer's specifications, vehicle size, equipment, capacity and cost. Although we regret your inconvenience, our records indicate the vehicle class reserved was provided at the time of rental.
  
  A reservation confirms the vehicle class selected at the time of booking will be available. We reviewed our records and confirmed the vehicle class reserved was the car class provided. A vehicle preference can be noted on the reservation; however, Hertz does not guarantee a specific make, model, color or feature. We regret we were unable to meet your request for be specific.
  All Hertz vehicles are to be properly cleaned, serviced, and in good mechanical condition before being released for rental. We always want to provide quality vehicles to our customers and certainly appreciate you letting us know of your experience.
  
  Reviewing your bill and comparing to your original reservation, it shows the location adjusted the rate billed. Also from previous contact with our Customer Service/Billing Department you have been credited 750 points. Based on the previous adjustments and credits, there will be no further compensation.
  
  Thank you for the opportunity to review your concerns.
  
  
  Consumer Response /* (3000, 7, 2022/08/09) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The location did not give me the class I reserved. I reserved a T6 class XL capacity suv (Suburban) and was given a Toyota Sequoia which I have confirmed with Hertz corporate that is a T class suv. It is in no way the same size or similar suv. The suburban is a much larger suv with more 3rd row space and way more cargo space. The hertz airport location continues to lie about the type car received. The customer service continues to be horrendous. I have called and emailed the location and no response back. They also did not compensate for the rear AC not working and issues with the back tire pressure. This location is considered an independent location and Hertz corp has no control. There are multiple negative reviews about this location online. Something needs to be done!!
  
  
  Business Response /* (4000, 10, 2022/08/16) */
  
  BBB Complaint #: XXXXXXXX
  Hertz RR #: LXXXXXXXX
  
  This is in response to ******** ******** complaint.
  
  As previously advised, the reserved vehicle Class T6 was provided at the time of rental. We show the location provided compensation in addition our Customer Service team provided 750 Gold Rewards points to your account. 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.
  
  
  Consumer Response /* (4200, 13, 2022/08/24) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I was NOT given a T6 class suv. This is completely and utterly false. I reserved a T6 class suburban and was given a T class Toyota Sequoia. The sequoia is not the same size as a suburban. You can google the specs for both vehicles and see that for yourself. The sequoia is shorter smaller and way less cargo capacity in the back for luggage. This location needs to take ownership for lying about the car, the horrible customer service from beginning to end, issues with the back drivers side tire pressure and the rear ac not working and blowing hot. The manager for the location admitted on a call that the two vehicles are not the same or even similar. This is insane that this dispute has been ongoing since early June. You did wrong so make it right. I'm not asking for a full refund but I am asking for additional compensation for the lies, the wrong car, the service issues and horrible customer service!
  
  
  Business Response /* (4000, 15, 2022/08/25) */
  BBB CASE#: XXXXXXXX
  RR#: LXXXXXXXX
  
  This is in response to ******** ********,
  
  I regret an inconvenience you experienced during your Huntsville, AL rental. Please be advised this location is a privately owned an operated franchisee. This franchisee location maintains and manages their own fleets which includes complaints or billing disputes.
  
  As previously stated, a reservation confirms the vehicle class selected at the time of booking will be available. We reviewed our records and confirmed the vehicle class reserved was the car class provided. A vehicle preference can be noted on the reservation; however, Hertz does not guarantee a specific make, model, color or feature. We regret we were unable to meet your request for be specific.
  
  750 points were provided by our customer service team to compensate for the issues you experience. While I do empathize with you regarding this matter, I must respectfully decline any requests for further compensation.
  
  Thank you for contacting us.

• Initial Complaint

  Date:07/27/2022

  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 booked my reservation online a week ago for a vehicle to be picked up at 9:00 a.m. I get a call after 8:00 a.m. telling me that the vehicle is not only not available, they don't know if one will be available. I already paid for the vehicle at time of booking and was told that the vehicle was available and would be ready for pickup. I get the runaround from the people at the business telling me Oh give us until 12:00 but this is such an inconvenience and is not a proper way to handle business. I was never asked or offered anything for compensation for this, I was only told that if a vehicle could not be found my money would be refunded. This will also take 7 to 10 business days for the refund to take place Meanwhile my trip is supposed to take place today. This is ridiculous and I will never do business with this company again

  Business Response

  Date: 08/25/2022

  Business Response /* (1000, 16, 2022/08/25) */
  BBB CASE#: XXXXXXXX
  Hertz Res#: KXXXXXXXXXX
  
  This correspondence is being sent in response to a query made by ******** *******. Thank you for allowing us the opportunity to review your concerns.
  
  We understand that our Jacksonville location was unable to secure your recent reservation with a vehicle, on behalf of Hertz we would like to apologize for any inconvenience this may have caused to you and your travel plans. The travel industry at large is experiencing high demand in travel while facing shortages in vehicle availability from the manufacturers. We remain committed to provide more fleet availability.
  
  If alternate transportation was utilized for your rental needs, please provide us with a copy of your final invoice from the alternate transportation company for consideration of reimbursement of the difference in cost between your Hertz reservation and last minute rental with the other company.
  
  Thank you for allowing us the opportunity to review this matter.

• Initial Complaint

  Date:07/27/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I returned a car to Hertz on June 16th, 2022 and was billed the next day. That bill was paid. Then, 40 days later, on July 26th, 2022 they charged me an additional $350 for a "cleaning" fee. I have contacted Hertz directly and was told that nothing can be done because photos were taken of the car. I asked for the photos and they stated that they cannot share that information. Even on their site it states that they will charge any fees to you within 28 days of the vehicle being returned. This charge was done 12 days after that 28 day deadline. This is absolutely not acceptable as there is no possible way they can prove which of the many renters may have caused that damage between June 16th and July 26th 2022.

  Business Response

  Date: 09/01/2022

  Business Response /* (1000, 9, 2022/08/16) */
  BBB CASE#: XXXXXXXX
  RR#: XXXXXXXXX
  
  Thank you for contacting us. We appreciate the opportunity to assist.
  
  A review of your rental invoice indicates there is no additional charge billed for cleaning. Please provide documentation of such charge. Attached is the rental invoice.
  
  
  Consumer Response /* (3000, 11, 2022/08/17) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  That is the wrong receipt. The rental agreement where the fraudulent cleaning charge was submitted is XXXXXXXXX under my wifes name. Please see a copy of that receipt with the cleaning fee on it.
  
  
  Business Response /* (4000, 16, 2022/08/25) */
  BBB CASE#: XXXXXXXX
  RR#: XXXXXXXXX
  
  This is in response to **** ****,
  
  Upon review of our records we show a partial refund of $250.00 was issued on 07/27/2022 during a phone conversation with one of our Customer Service Supervisors. Because this offer was accepted during this phone conversation no further adjustments are due.
  
  Thank you for contacting us.
  
  
  Consumer Response /* (4200, 18, 2022/08/25) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Full refund needs to be applied. I did not accept the credit of $250. This has also been disputed with American Express. This is a 100% fraudulent charge.

• Initial Complaint

  Date:07/27/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  1. See attached email invoice with dates, $ amounts, and tracking numbers, etc. I did pay this but...
  2. I'm questioning the "convenience fee" here on my car rental toll invoice. How is this convenient?! What value is there to me? It's as almost as large as the toll fees. Is this price gauging? Why am I not just paying the toll?
  3. Thanks for taking my inquiry and considering refund of a (not) "convenience fee" .
  Best Regards,
  ****** *******

  Business Response

  Date: 08/26/2022

  Business Response /* (1000, 9, 2022/08/11) */
  BBB Complaint #XXXXXXXX
  Res ID or RR Unknown
  
  This is in response to ****** *******.
  
  I appreciate the opportunity to review your concerns regarding the toll charges. The attachment that you sent is not viewable. In order to further assist you we will need either the confirmation number starting with a J or K, or the rental record (RR) off the contract. If you could send that in a PDF file we would appreciate it. Thank you for contacting us.
  
  
  Business Response /* (4000, 12, 2022/08/16) */
  
  BBB Complaint #XXXXXXXX
  Res ID or RR Unknown
  
  This is in response to ****** *******.
  
  Unfortunately, the documentation provided is unable to be viewed by our team. Please respond with the rental number typed in your response so that we may assist. Thank you.
  
  
  Business Response /* (4000, 15, 2022/08/18) */
  BBB Complaint #XXXXXXXX
  RR#XXXXXXXXX
  
  This is in response to ****** *******.
  
  I appreciate the opportunity to review your concerns. You are responsible to pay all tolls. For your convenience, we offer PlatePass, an electronic toll payment system operated by PlatePass, L.L.C. As stated on page 5 of your SRA signed rental agreement, if PlatePass ** used, PlatePass ****** will charge you a convenience fee of $5.95 for each calendar day of your rental on which tolls are incurred plus incurred tolls at the Toll Authority's cash toll rate or highest undiscounted toll rate. See attached SRA. In accordance to the Signed Rental Agreement the charges for the tolls and convenience fees are valid and no adjustment is warranted. We regret any misunderstanding regarding the convenience fee. Thank you for contacting us.

• Initial Complaint

  Date:07/27/2022

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a vehicle at 330pm on 07/19/22 to take on a one-day business trip to visit a 911 center in Franklin Co PA. I returned the vehicle at 330pm on 07/20/22, at that time, they were getting ready to close and asked for my mileage and gas and said they would email me a receipt. No one from Hertz went out to look at the vehicle. I received a receipt a day or two later with a $200 cleaning fee. I made multiple (over 5) calls to the business and left as many messages. When no one returned my call my husband went to the franchise on Pleasant Valley Blvd and was told there appeared to be dog hair and smudges on the window in the rear of the car. I at NO TIME had an animal with me on a business trip. The fact is I never even opened up the rear seat of the car at any time. I simply put my briefcase and a small bag in the passenger seat and drove to my site visit and returned the car in the exact condition I received it. Hertz will not answer my calls or attempt to rectify this situation. I am close to bringing in an attorney because I am so frustrated. I am a Public Safety consultant and work with 911 centers and police departments all over the US and have rented cars for years and never had one complaint or claim against me. I would never jeopardize my job by taking an animal in the car. The fact is, in my personal life we have an older vehicle that we strictly use to transport our dogs if needed. We do not take them in our primary vehicle. I have no way to prove my case other than my word which is pretty credible considering the work I do for a living. I just want the $200 credited back to my card. They never checked the person who had the car before me to see if they transported a dog. On another note they have had an employees dog in the office on several occasions when I went in to rent. How do I know they didnt have that dog in the vehicle at some point. I am just asking to have this rectified because it is so wrong. Thank you.
  

  Business Response

  Date: 08/12/2022

  Consumer Response /* (3000, 10, 2022/08/10) */
  As of today, I checked my credit card statement and found a refund of the 216.00 charge for cleaning. I have heard nothing back from Hertz but they did refund the bogus charge so I am satisfied with that outcome. I am still very upset with the service I received from them but will close this case.
  Thank you

• Initial Complaint

  Date:07/27/2022

  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.

  Customer service nightmare. I booked a vehicle out of necessity because my personal vehicle broke down traveling on a family vacation from PA to NC. When I went online to reserve it stated that I had to call the location for availability. I couldn't reserve online. I called the location and asked them to hold the vehicle. Upon arrival, I asked to add my Gold Member Rewards and my corporate discount. The agent stated they didn't know how and I would need to contact Hertz directly. I had zero cell service at the Floyd, VA location so I called when we arrived safely in NC. The representative on the phone stated that there was nothing they could do to add the info after the fact because I was under a live contract. Then I spoke with a different department and they stated that they couldn't apply it now but assured me the calls are recorded and that they would apply and refund after the completion of my rental. I just needed to call in after I turned in the car. I asked again, to make sure they would have a record of the conversation and they assured me they would when I called back in. After turning in the vehicle, I called into Hertz and was told there was nothing they could do because the contract was closed out. I asked for a supervisor. They told me I didn't need a supervisor. Then I demanded one and was told they'd call me back ASAP. I didn't receive a call for over 4 hours. At that point they told me the same thing. There was nothing they could do and there is no way to access the recorded calls. I was lied to multiple times by Hertz. Online, In person, through the call center (multiple times). The amount of hassle that I had to go through is despicable. I've contacted Hertz via Twitter. They asked me to DM the details. I messaged all my information about the rental. It has been over a week and I still haven't heard back. I am disgusted and astounded that they can get away with this behavior. Additionally, it is near impossible to reach a human being when calling.

  Business Response

  Date: 08/12/2022

  Business Response /* (1000, 5, 2022/07/29) */
  BBB CASE#: XXXXXXXX
  Hertz RR#: MXXXXXXXX
  
  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 frustration or inconvenience caused when our branch was unable to assist with adding your Gold Rewards Number and CDP code to you rental. At this time, we have added this information to your renal invoice. As such, a credit of $570.90 has been processed to the charge card on file. Though processed today, please allow up to 5-7 business days for the credit to show on your billing statement.
  
  Please be assured your concerns will be addressed with appropriate management for their review and corrective action where deemed necessary. We appreciate your allowing us to assist with resolving this matter.

• Initial Complaint

  Date:07/27/2022

  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 can't get a receipt for a rental and it appears that Hertz has not documented the return of the vehicle. Below are multiple communication threads with hertz.
  
  I did call billing, they stated that this was a licensee and suggested I call the site. This is where we were a week ago and this is not okay. Please, I need this ticket escalated to someone that can actually help me resolve the issue. I am copying and pasting all of the relevant communication regarding this issue. At this point getting a receipt for a rental has consumed more than 6 hours of time between hold times and email communication. Often times I am "transferred" to the location of the pick up, which has an auto-forward back to the main hertz line. I need help with this issue and I am not getting it. At this time I will be entering a BBB complaint as well.
  
  I just received this. This bill is obviously incorrect and there is something significantly wrong here. I need someone to contact me immediately.
  
  This bill states that I had the car for 15 days and that I had roadside assistance for every day among other issues. This appears fraudulent to me and I request immediate contact.
  
  From: ******************@hertz.com <******************@hertz.com>
  Sent: Tuesday, July 26, 2022 8:12 AM
  To: ****, ******* <*****@jointcommission.org>
  Subject: Hertz Customer Care Case # XXXXXXXX
  
  
  
  
  
  
  Dear ******* ****,
  
  Thank you for contacting us back regarding this.
  
  We apologize for the inconvenience this has caused you. We totally understand that you want to resolve this as soon as possible. We'd like to inform you that we have sent a request for assistance to the location manager for your rental. Please allow us to wait 2 business days for them to process our request. If you do not hear from us after 2 business days, please reply back to this email and reference Case No. XXXXXXXX.
  
  Thank you for your patience and for being a Hertz loyalty member. We look forward to assisting you again.
  
  
  
  Yours sincerel

  Business Response

  Date: 08/17/2022

  Business Response /* (1000, 5, 2022/08/03) */
  BBB CASE#: XXXXXXXX
  Hertz RR#: LXXXXXXXX
  
  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 frustration or concern caused by the delay in receiving your final invoice. Our location in Asheville is an independently owned and operated Hertz licensee franchise. As such, the licensee owner processes his/her own invoicing and billing. When your rental was returned one-way to a corporately owned location, the return information was shared with the originating location so that the final invoice could be closed out. We regret there was a delay in the timeline in which this process took place.
  
  We have confirmed with our licensee owner in Asheville that the rental has been fully closed out and the final invoice processed. Attached is a copy of the invoice. Please be assured this matter is being thoroughly investigated with appropriate management for their review and corrective action.

• Initial Complaint

  Date:07/27/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a car from the Visalia, CA Hertz location on 5/25/22 and returned it to that same location on 5/26/22. While driving the car, a small rock created a crack on the passenger side of the windshield. The crack was under 1.5 mm in diameter. The company did not contact me. Instead, they replaced the entire windshield and transferred the bill for $445 to D&A Group Services, a collections company out of Canada. D&A added a $50 "service fee" to the bill bringing the total to $495. When I spoke to a customer service agent at Hertz, they stated that this is the way that they operatethat they submit bills to this 3rs party company and do not contact the renter. On further investigation, I found out that it is Hertz's policy to repair a crack if it is on the passenger side and not obstructing the driver's field of vision if it is under 2.5 mm. Hertz has not provided an evidence as to the size of the crack and I checked it before I returned it and it was approximately 1.5 mm in diameter. Hertz needlessly replaced the windshield that could have easily been repair for under $50 and pass *** bill on to me with no contact and no evidence supporting their decision. I want Hertz to remove the $495 charge since it was their decision to operate outside of their own rules and replace the whole windshield instead of repairing it like their guidelines state.

  Business Response

  Date: 08/26/2022

  Business Response /* (1000, 9, 2022/08/15) */
  BBB Complaint #XXXXXXXX
  RR#XXXXXXXXX
  
  This is in response to ****** *****.
  
  I appreciate the opportunity to view your concerns. The charges for your rental have been reviewed and are correct. The document that you provided is from Sweden. The windshield was chipped, and the location decided that it needed to be replaced. I believe that we are within our rights to pursue this the cost of replacement. While I understand this is not the outcome you were anticipating; we ask that you respect our position on the matter as we consider it having been fully addressed. Thank you for contacting us.

• Initial Complaint

  Date:07/26/2022

  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.

  On 7/13/22, we picked up a car at this Hertz site. The representative went over some charges such as whether we wanted to pay for gas in advance, etc. However, she never asked if we wanted insurance or road side service. We were emailed a service contract after we left. We did not check the contract. However, since the rep went over extra charges in person, I feel it was safe to assume that she went over all the charges, not just selected one. When we turned the car in, we were emailed a receipt that charged us $237.93 LDW and $62.93. Hertz has refused to remove these charges because we signed for the car. We signed based on what the representative asked us, not knowing she was charging us for items that she did not cover, and we did not ask for. I have called Hertz and asked for the charges to be removed. The customer service rep refused. I asked for a supervisor. She was to have someone call us. No one called. I have emailed, and they again refused saying we signed so they cannot remove charges. I am intelligent enough to know that charges can be reversed. This is deceptive sales, and it should now be allowed.
  

  Business Response

  Date: 08/12/2022

  Consumer Response /* (3000, 10, 2022/08/10) */
  The Company has agreed to refund the charges.

• Initial Complaint

  Date:07/26/2022

  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.

  Contract number HXXXXXXXXim permanently suspended due to confusion with my insurance company. They never notified me that they stopped payment, which in i didn't have a phone for some weeks due to one of you guys cars damaging it. Since this seems the only place i get responses. Why is my experience with you guys Is not taken in account. I have claims that I haven't still been updated on. My possessions were damaged in one the vehicles still no help with that. I even paid for tows on separate occasions that still haven't had an update on, even the representatives explained I would be reimbursed back due to them not being able to get a tow. Still no updates in that regards. I have possessions in the vehicle as well when you guys took the car. I have put in lost and found claims called several different locations even customer service and I can't through to anyone.

  Business Response

  Date: 08/17/2022

  Business Response /* (1000, 5, 2022/08/03) */
  BBB CASE#: XXXXXXXX
  Hertz RR#: HXXXXXXXX
  
  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 frustration caused regarding your recent rental with Hertz. Upon receipt of your inquiry, we immediately reached out to the Area Manager in Yorkville for their further review as your rental was an Insurance Replacement rental contract.
  
  Based on our records, the rental contract provided on 05/16/22 had the agreed upon terms the vehicle would be returned on 06/18/22. However, the vehicle was not returned on this date. Our location has advised that once the contract went into an overdue status, they attempted to reach out to you by phone and email correspondence for an update on the location of our vehicle and to assist with extending the contract. IN addition, our records show the insurance company also attempted to reach out by phone, email and mail. As they were unable to make contact and the vehicle was kept beyond the return date, a repo was hired to retrieve our vehicle. This was successfully completed on 07/11/22. When a repo is hired to retrieve an overdue vehicle, a customers rental privileges are automatically and permanently suspended.
  
  Our Area Manager in Yorkville advisees that they provided assistance regarding your personal items which were left behind and state that they provided information on where to retrieve the items as well as had the items transported free of charge to a nearby location that would be more convenient for you to retrieve them.
  
  Having reviewed this information, we have found that our location acted in accordance with the proper procedures in place. A refund of the rental charges is not warranted as the charges billed are valid based on the time the vehicle was kept. While we understand this is not the outcome you were anticipating, we hope you will respect our position on this matter as we consider it having been fully addressed.
  
  Please know that we take all customer concerns very seriously and we want to thank you for allowing us the opportunity to review this matter.