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

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  Hertz

  5405 Airport Service Rd Tampa, FL 33607-1419

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  Hertz

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

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  Hertz

  Ontario International Airport Ontario, CA 91761

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  Hertz

  5800 Gasoline Alley Dr Bakersfield, CA 93313-3741

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:07/12/2022

  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.

  On 6/23/24 at 7:39 pm the car, Rental Record XXXXXXXXX, Plate number ******** was picked up from the Hertz's rental car facility at the Providence, RI airport. The contract was for seven days until 6/30/2022.
  On 6/24/2022 at 3:30, at the *********** Country Club in Grafton, MA the car failed to start after multiple attempts. Cable jump starts also failed to rouse the engine.
  Calls were placed to Hertz's customer Service, and I was told a tow truck would arrive in 118 minutes. I was told to stay with the car and that a text would be sent notifying me of its close arrival. The tow did not appear. Multiple calls were made, I was told an error had been made and no tow had been requested, but now one would be called and I would receive a text when it would be arriving, again another text to wait 118 minutes.
  No text, No tow until a text arrived at 9:53 that a tow was on the way and would arrive soon. The parking lot by this time was empty the Club closed. After midnight, the tow arrived and took the car.
  On 6/25/2022 I picked up a replacement vehicle at Hertz on Park Ave in Worcester, MA. This car, plate number ******** was unserviced, covered in grit and smelled like it had been near a fire with 1/2 tank of gas.
  When I asked about the condition of the car I was told I could return in a few hours if I wanted it washed.
  I chose Hertz because of your national reputation. In this case not deserved. Clearly I am due compensation for this unacceptable level of service.

  Business Response

  Date: 07/14/2022

  Business Response /* (1000, 5, 2022/07/14) */
  BBB CASE#: XXXXXXXX
  RR# XXXXXXXXX
  
  Thank you for contacting us. We appreciate the opportunity to assist.
  
  Please accept my sincere apology for any inconvenience you experienced with our ERS when you experienced mechanical issues with your rental as well as the exchange vehicle you received.
  
  As a gesture of our apology I have issued a refund of $129.78 to your credit card. Please allow up to 7 business days for the credit to post to your account.
  
  Please know that we take all customer concerns very seriously and I want to thank you for allowing me the opportunity to review this matter.
  
  
  Consumer Response /* (2000, 7, 2022/07/14) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Thank you, I appreciate your willingness to offer compensation for the issues I experienced. That said,no one should ever be given a rental car in the filthy condition that I was given as a replacement vehicle and I hope that will be addressed with the rental location on Park Ave in Worcester, MA.
  
  Consumer Response /* (3000, 13, 2022/07/29) */
  The refund has not been credited to my account.
  
  
  Business Response /* (4000, 15, 2022/07/30) */
  
  BBB CASE#: XXXXXXXX
  Hertz RR#: XXXXXXXXX
  
  This correspondence is being sent in response to ***** ********.
  
  We apologize for any miscommunication in the response provided previously. As the credit processed was a manual credit, these take 7-10 business days, excluding weekends, to process to a customers account. We have confirmed the credit was made on 07/14/22; however, it does not appear it was fully processed to the account. We are resubmitting the credited amount at this time and expediting the amount to your charge card. Rest assured, this error is being reviewed by appropriate management for their corrective action where deemed necessary.

• Initial Complaint

  Date:07/12/2022

  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 from this location on 5/10/22 and returned to the Reno/Tahoe Airport on 5/11/22 (Rental Agreement #XXXXXXXXX). I used my rewards points for this booking. When I returned the car to the airport, I was told I could not use my reward points unless I dropped it off at the location where I picked it up. I told them I would happily drop it off at that location, but the counter agent, Rose, said the location would probably be closed, so she spoke with her manager and received approval for me to drop it off at the airport, assuring me I would not be charged and could still use my points.
  
  The next day, I noticed my corporate American Express card was charged $192.90 for the rental (which was a personal expense, and I had used my personal credit card for any incidentals when I booked the reservation). After several calls to the Hertz customer care department, the airport location, and finally the Vassar Street location, I was able to get in touch with the manager Allison at Vassar Street who said she would process a refund in the amount of $192.90.
  
  Since then, I have made calls to both the Hertz billing department and the Vassar Street location on 6/2, 6/6, 6/13, 6/22, 7/1, 7/8 and 7/11. The billing department repeatedly tells me they have no record of a refund being processed by Alison. Despite my numerous requests, Alison will not call the Hertz billing department, respond to their emails, or call me back with an update. The couple of times I have gotten a hold of her, she simply tells me the refund has been processed but she has no idea how long that will take. It has now been over eight weeks.
  
  In the meantime, I have past due charges on my corporate AMEX and have been charged a $39 late fee. Today, I disputed the charge with AMEX because I don't have another resolution. There is absolutely no reason it should have come to this. Alison simply needed to care enough to go the extra step to help a loyal customer.

  Business Response

  Date: 08/11/2022

  Business Response /* (1000, 16, 2022/08/06) */
  ***Document Attached***
  BBB CASE#: XXXXXXXX
  Hertz RR#: XXXXXXXXX
  
  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 our Customer Service team has provided assistance and processed a credit of $159.49 on 07/12/22. This adjustment is for the base rate of the rental which is covered when redeeming reward points. The taxes and fees are not covered by redeeming reward points, this information is outlined in the Gold Rewards Terms & Conditions. We have provided a copy of the amended invoice for your review and record.
  
  We are pleased to find our Customer Service team assisted with issuing this credit and must advise that further adjustments are not warranted.
  
  
  Consumer Response /* (2000, 18, 2022/08/09) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Yes, I accept the response. However, I am disappointed that it took literally hours on the phone and finally having to file a complaint with the Better Business Bureau to receive restitution from this company. Hopefully after enough complaints, Hertz will begin to prioritize customer service.

• Initial Complaint

  Date:07/12/2022

  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 with hertz through Priceline. With Priceline, I signed up for the supplemental collision insurance. I then declined all other insurances and further charges at the Pensacola international airport hertz location. I said that my American Express card would cover anything else. I then provided my credit card for that purpose.
  I rented the car from July 7 through July 11. I now have a charge on my credit card for 71.10 for the fees I declined. This is a scam. I declined these services yet they put it on the invoice knowing I will sign it because I had to rent the car.

  Business Response

  Date: 07/28/2022

  Business Response /* (1000, 5, 2022/07/14) */
  BBB CASE#: XXXXXXXX
  RR#: XXXXXXXXX
  
  Thank you for contacting us. We appreciate the opportunity to assist.
  
  I apologize for any misunderstanding regarding your charges. A review of your signed rental agreement indicates you did sign and agree to the Liability Insurance Supplement (LIS). Although you did sign and agree to the optional insurance, in the interest of customer service I have issued a refund of $71.10 to your credit card. Please allow up to 7 business days for the credit to post to your account.
  
  Please know that we take all customer concerns very seriously and I want to thank you for allowing me the opportunity to review this matter.

• Initial Complaint

  Date:07/12/2022

  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 2 vehicles through Hertz with two $500 deposits equal in equal in a total of a $1000 I never received my my holding deposits on these vehicles back in my account My bank doesn't have any trace of these holding deposits in the statements I do have receipts showing that it was held and deducted from my balance in my ******** and never returned I have called Hertz I have called my bank no one is able to help me get my money back I've done everything I'm supposed to do Hertz says the money was released back into my account the day the rental was returned there is no record of them releasing my money Please help!
  

  Business Response

  Date: 08/22/2022

  Business Response /* (1000, 16, 2022/08/06) */
  BBB CASE#: XXXXXXXX
  Hertz RR#: Unknown
  
  This correspondence is being sent in response to a query made by ******** *******. Thank you for allowing us the opportunity to review your concerns.
  
  Unfortunately, there were no specific details included in your query and we are unable to locate your rental by name alone. We would like to make a meaningful investigation into this matter but will need more information to do so. Please provide us with your 9-digit Hertz Rental Record number or your 11-digit Hertz reservation ID number (begins with H or J). Once received, we will be able to further review your concerns.

• Initial Complaint

  Date:07/12/2022

  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.

  All bills have been paid, but Hertz has sent me to collections. Hertz did not mark the bills paid when I returned the car rental. I reached out to the corporate and the $0 balance the account, but I received a letter stating I woe money. Hertz corporate and local office have not been returning my messages and phone calls. The Viking company keeping spam calling me and sending me letter that I have an outstanding balance.
  
  Please provide a letter to clearly identity all associated accounts have a $0 balance and stating the all errors that Hertz has caused on these accounts. Please provide a letter to state I have been cleared by the collection agency. Please reactive the rewards account with Hertz because it states I have been suspended. Provide me compensation for wasting my time dealing with these billing issues that occurred no fault of my own, terrible customer service, dirty smokey car, and clear my credit history due to Hertz's errors.
  

  Business Response

  Date: 08/12/2022

  Business Response /* (1000, 10, 2022/07/15) */
  BBB CASE#: XXXXXXXX
  Hertz RR#: AXXXXXXXX
  
  This correspondence is being sent in response to a query made by ***** *****. Thank you for allowing us the opportunity to review your concerns.
  
  Please find attached a copy of the invoice for RR# AXXXXXXXX in El Monte which shows an outstanding balance of $183.00. This rental was an insurance replacement rental in which a portion of the charges was processed to the charge card provided to the branch. Unfortunately, the balance due could not be authorized on the charge cad provided. This balance has been moved to our collections partners, Viking Client Services. The balance may be paid by contacting them at XXX-XXX-XXXX.
  
  At this time, we do not show any other outstanding balances under your account in our billing system.
  
  
  Consumer Response /* (3000, 12, 2022/07/15) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I called Hertz on June 7, 2022 and they told me that I have a $0 balance after they verified they did received payment. The local office did not marked it as paid on their end. I asked for them to check if there any other balances, and they said no. I told the local office to charge my car at the time when i returned the vehicle. Why was this not brought up at the time when I returned the vehicle. If a payment is required at this time, I would like my credit history to be cleared from the collections and no late fee or penalty to be charged.

• Initial Complaint

  Date:07/11/2022

  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 arrived just one hour later than the appointment time at 10am 06/25. But I was told that there was no car left for my reservation and I needed to pay extra to upgrade my car to be able to get a car.
  Since I had my plans, we had to accept this.
  
  However, according to rental terms (https://www.hertz.com/rentacar/reservation/reviewmodifycancel/templates/rentalTerms.jsp?KEYWORD=LATE&EOAG=FCO), for pre-paid rentals,
  Off Airport locations will hold your reservation for two (2) hours from the reserved pick up time, unless the customer calls their Reservation Centre to change the time of arrival.
  
  Since we pre-paid this rental in full $402.49, obviously the store violated the policy and due to their mistakes, we had to pay an extra $217.57. This caused a very bad rental experience for me and I now demand a refund of the upgrade fee. I have contacted Customer Care (#XXXXXXXX) but am not satisfied with the solution.

  Business Response

  Date: 07/29/2022

  Business Response /* (1000, 5, 2022/07/15) */
  BBB CASE#: XXXXXXXX
  Hertz RR#: XXXXXXXXX
  
  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 that you reached out to our Executive Customer Service team via email and received a response from their offices on 07/11/22. At this time, a credit of the additional charges was processed in the amount of $180.00. Attached is your amended invoice for your review and record.
  
  We are pleased to see they were able to provide assistance in issuing this credit and providing assistance.

• Initial Complaint

  Date:07/11/2022

  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.

  On June 28th I attempted to rent a car from hertz in Dearborn for the afternoon from 1pm to 6pm. I made a reservation online for a small size car and prepaid 72.58 (which posted to my credit card on June 30th)When I arrived at the location, I was first told there were no cars, then that only SUVs were available. As I was speaking to the associate, additional cars were returned and I was told a small car had become available. I have been a long time Gold member. I was asked to wait as the car was cleaned and fueled which I did. I was then asked to present my drivers license and was asked to sign on an electronic signature pad. At no time did the associate indicate that any changes were being made. I was given the keys and led out to the car which was in a loading bay. I was also handed at that time the printout including the receipt of estimate charges. I put my luggage in the car and proceeded to adjust mirrors etc. When I put the receipt down I noticed that it did not state a half day rental as I had request, instead it showed it was for a 1 month rental with an estimated charge of $3607.18. I immediately went back inside. the original agent was not available, instead David Om (I was not given the spelling of his last name) assisted. I told David that I had not agreed to a change to a one month rental. He was not apologetic in any way, but told the paper work. I told him I wanted to cancel the whole reservation and he said this was not possible, he could only return the car and charge me the full amount. He refused to provide an alternative option, insisting that I had already rented the car because I accepted the keys. I believe that this was done under fraudulent pretenses as I was never made aware of the 1 month rental car terms. I indicate I would be filing a complaint. David then indicated he would "only change me $48. I did not agree, but this was still billed to my credit card. He would not return the paperwork but I have a photo

  Business Response

  Date: 08/08/2022

  Business Response /* (1000, 5, 2022/07/15) */
  BBB CASE#: XXXXXXXX
  Hertz RR#: XXXXXXXXX
  
  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 rental reservation and the estimated total. Our records show your reservation under confirmation KXXXXXXXXC0 was booked online for rental on 07/28/22 for a 1 day rental. This reservation was prepaid for the 1 rental day.
  
  However, when you arrived to the branch on 06/28/22 to pick up the reservation, the agents at the branch saw on the confirmation that the return date was listed as 07/28/22 and input the date you arrived to pick-up the vehicle with the return date scheduled on your reservation which was a 1-month rental. We apologize for any confusion caused and can confirm that the billing incurred for your rental was for 1 rental day plus additional services accepted at the time of rental. We are attaching your initial rental contract along with the final invoice and prepaid invoice outlining the information above.
  
  While the rate charged is correct based on our 24-hour minimum charges and a refund not warranted, we show the invoice was closed out within 1 hour of the contract being initiated. Therefore, we are issuing a credit of the charges incurred as a gesture of customer service. This includes the prepayment of $72.58 plus the $48.00 for the additional optional services accepted at the time of rental. Though processed today, please allow up to 5-7 business days for the credit to show on your billing statement.
  
  Please be assured we are addressing this matter with our Area Manager for their full review and corrective action where deemed necessary and we want to apologize for any concerns or frustration caused at the branch.
  
  In order to consider reimbursement of the Uber charges incurred, please provide us with the receipts for your Uber trips so that we may assist.
  
  
  Consumer Response /* (3000, 7, 2022/07/21) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The Hertz representative made a 1 month reservation without my knowledge or consent. I had clearly indicated to the representative I wanted to rent a car for that afternoon and even indicated the local destination. I asked what I should do in the event that I was not going to be back in time for 6pm.
  He said to call the Hertz number in that case and the return could be changed for the next day. This further confirms he understood I was asking for a rental for that afternoon. There is no reasonable claim that the representative thought I wanted a 1 month rental.
  
  I was not given any ability to review the reservation details at the time of the rental. As I was not provided the detail to review, I do not agree with Hertz's claim that there were "services accepted at the time of rental"
  
  When provided the ability to review the paperwork with the details, I objected to the changes that had been made. I asked to cancel the reservation completed. Hertz representative claimed that I had rented the car at that point and that the only option was to return it and be charged for the day. He even claimed to have "reduced the amount as goodwill" but as Hertz has confirmed, I was charged the equivalent of 1 day plus additional services.
  
  The renters are not being given the ability to review the details of what the business is claiming is being agreed to.
  
  
  Consumer Response /* (3000, 9, 2022/07/21) */
  ***Document Attached***
  As requested by Hertz I have attached a summary of the related Uber/taxi expenses. These total $188.85 and are included in the attachment.
  
  
  Business Response /* (4000, 11, 2022/07/23) */
  BBB CASE#: XXXXXXXX
  Hertz RR#: XXXXXXXXX
  
  This correspondence is being sent in response to ******* *****.
  
  Thank you for providing the requested documentation. We have processed a credit in the amount of $188.55 to the charge card on file. As this is a manual credit outside of the invoice, please allow 7-10 business days for this credit to show on your account.

• Initial Complaint

  Date:07/11/2022

  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 been trying to cancel my Hertz reservation and it only would give me error messages. I tried within the 24 hours, and several times afterwards. Always the same error mesages. Finally today, their website let me cancel and charged me $100.00. (I paid for the car ahead of time, for a future resevration October 2022, and so never rented a car). I have uploaded their error messages from both the website and from the app. I believe they intentionally create these errors so that it is impossible to cancel within 24 hours.
  
  Request the refund of $100.00 to my ******** credit card.

  Business Response

  Date: 08/09/2022

  Consumer Response /* (3000, 15, 2022/08/08) */
  They responded to me and I am satisfied with the outcome.

• Initial Complaint

  Date:07/11/2022

  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 Albuquerque, NM to Dallas, TX on March 13th for $92.49. It was a 24 hour rental, one way as we rented a second larger vehicle to use while we were in Dallas for a wedding. When I received the receipt after returning the car it was for $492.49. I called customer service and they stated it was a due to dog hair in the car and after I explained that was not possible, they said I needed to talk to the location directly. I was transferred to them and no one ever answered. I called back again and that rep stated the charge was for smoke, which is again impossible bc my mom is a severely asthmatic and she was traveling with me. I explained to him that I was told by another rep that is was dog hair. He said it must be an error or wrong car, so he emailed the location and said if they don't contact me within 10 business days they would refund it bc it was an error. I called back 12 business days later bc no one contacted me at all. The rep said that it was a valid charge and disconnected. I called back and that rep attempted to call the location and she didn't get through to them either. She was going to email them again, but I pushed for a supervisor, bc this has been over a month. They were supposed to call me within 24 hours and nothing. They are hoping I either forget or give up and that Dallas location is not running a a reputable business. If their own company can't reach and talk to anyone, they won't contact me, there is no way they can prove the charge is valid, especially when the reps don't even know the real reason the charge is there. They are just charging a higher amount bc I was able to get a decent rental price ahead of time and the rates were much higher at the time.

  Business Response

  Date: 08/31/2022

  Business Response /* (1000, 19, 2022/08/31) */
  BBB CASE#: XXXXXXXX
  Hertz RR#: XXXXXXXXX
  
  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 concern caused regarding the additional charges billed for the interior cleaning fee on your 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, pet hair and other similar impurities require more time and detail to remove. In such instances as with your rental, Hertz will assess a cleaning fee.
  
  Based on our records, the charges billed are valid and a credit not warranted. However, as a one-time gesture of goodwill we are processing a credit of the $400.00 cleaning fee at this time. Though processed today, please allow up to 5-7 business days for the credit to show on your billing statement.
  
  Thank you for allowing us the opportunity to review this matter.

• Initial Complaint

  Date:07/11/2022

  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 had two major problems while renting a car from Dollar Car Rental (owned by Hertz).
  
  1. I paid ahead of time for the car rental through Priceline using my own credit card. My boyfriend, ******* ****, gave his credit card at the time of car pick-up, and the company charged his card for the rental, but did not refund my card. This means that we paid twice for the same rental. I called Dollar Car Rental on July 11th, and after 37 minutes on the phone, I had still not received a refund and only received an indication that I would receive a callback from a supervisor.
  
  I expect to receive a refund for the second charge, and since I have had to waste valuable time that I could have instead used to work and earn money, I feel that it's fair to at least have the larger of the two charges removed.
  
  2. The agent lied to us about the refueling option, depicting it as "cheaper than filling the tank up yourself" and as a per-gallon cost based on how much fuel we would need to purchase rather than a flat fee paid ahead of time. We purchased fuel during the week of the rental ($29.93 the night before returning the car, with the only following mileage being to the airport the next day) and returned the car with .4 of the tank full (a little over 2/3 tank). The Chevy Malibu has a 15.8 gallon tank. To fill the remaining .6 tank, it would take 9.48 gallons. We paid $6.99 per gallon the night before returning the car, so assuming the price should be similar within 12 hours, $6.99 x 9.48 gallons = $66.26. Dollar Car Rental charged us $100.63 to refill the tank, which is a difference of $34.37.
  
  Because the agent lied to us and used deceptive language about the fuel option, we believe that we deserve a refund of $34.37 to match the excess amount compared to the market value of the fuel at that time and location.

  Business Response

  Date: 08/22/2022

  Business Response /* (1000, 5, 2022/07/15) */
  BBB CASE#: XXXXXXXX
  Dollar RR#: XXXXXXXXX
  
  This correspondence is being sent in response to a query made by ******* *******. Thank you for allowing us the opportunity to review your concerns.
  
  We apologize for any inconvenience caused; however, our records show the reservation and rental contract are not under your first and last name. Due to customer confidentiality, we are unable to discuss your boyfriends rental charges with you at this time. We would like to provide assistance, however, Mr. **** must reach out to us directly with his concerns regarding the charges billed for his rental. He may contact our Executive Customer Service team by phone at XXX-XXX-XXXX between XXXX-XXXXh CST Monday - Friday or by email at ************************@hertz.com.
  
  
  Consumer Response /* (3000, 7, 2022/07/17) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Response from *******:
  This is unacceptable. I sent you a screenshot of the Priceline reservation with my name on it and a screenshot of the credit card charge that happened on my card ($385.40) when I made the reservation and paid for it up-front. Both of us are involved in this issue because we both paid, so you need to communicate with both of us.
  
  At this point, both **** (currently present and assisting me with writing this) and I have spent valuable work hours trying to resolve this that we could have instead spent making income (we both have hourly consulting work and had to allocate open time during business hours to deal with this). We both feel strongly that we both deserve full refunds because of your business's lack of communication and response. We have each spent more than an hour (separately; about 3 hours cumulatively) trying to resolve this, and I have not received the promised call-back from customer service, and he received a response asking for information he had already sent.
  
  Response from ******* ****:
  I hereby give permission to involve ******* ******* in any discussions related to this reservation.
  
  From *******:
  I hereby give permission to involve ******* **** in any discussions related to this reservation.
  
  Please give us both a full refund immediately and stop wasting our valuable time. It is fraud and theft to charge us both for the same reservation, and this should have been caught and resolved immediately without us having to spend so much time and energy trying to chase you down and get you to respond.