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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  Eagle Automotive

  2223 Memorial Pkwy SW Huntsville, AL 35801-5621

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  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:07/01/2022

  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.

  Between 6/10/22 and 6/17/22, I rented a car from Hertz at the San Jose International airport (SJC), California. When I arrived to SJC, the full size car that I made reservation was not available so I had to pay about $200 more for an upgrade car from $349 to $549. Not to mention that Hertz kept increasing the price from the time that the reservation was booked to the time of the pick up. The original booking price was about $311.71 and it was increased to $349.23. Hertz never informed me that my full size vehicle was not available so this was a deceptive practice to scout the price at the point of pick up. My rental record# is XXXXXXXXX. The vehicle is Ford Edge 2022 with the California license plate of 9BAE138. On 6/30/22, I received an email from Hertz and my credit card was charged for $1.70 toll plus a convenience fee of $5.95 despite the fact that I did not drove through a toll road. This action was illegal because: (1) Hertz failed to inform me at the point of car rental return that there was a toll charge occurred; (2) Hertz failed to provide me with a proof of the original toll charge with the rental car license plate, date, and time of the incident from the City of San Francisco to back up its charge. How do I know that this charge is valid?; (3) Hertz was unauthorized to release my credit card information to the third party, PlatePass, and allowed PlatePass to charge me on this non-valid incident. What should happen is that I should be informed of this toll charge and I should be able to validate the charge and use my card to pay PlatePass myself. Hertz had no right to provide my credit card information to PlatePass without my knowledge. This action of Hertz was not only illegal but also deceptive. This similar deceptive practice happened before and the San Francisco Attorney's Office did bring an action against Hertz (Case No. CGC-XX-XXXXXX). As of today, Hertz is still conducting the fraudulent and deceptive activities on its clients.

  Business Response

  Date: 07/25/2022

  Business Response /* (1000, 5, 2022/07/08) */ BBB CASE#: XXXXXXXX RR# XXXXXXXXX This is in response to ******* *** I apologize for any misunderstanding regarding your final invoice with recent rental from our San Jose, CA airport location. Our records confirm your original reservation was booked to be picked up on 06/10/2022 at 8:30pm, however it was picked up at 10:16pm. In accordance to the Terms and Conditions of the Signed Rental Agreement if any changes or alterations are made to the original contract the rates and cost are subject to change. This is including but not limited to extending a rental, returning/pick-up early/late or changing the return location. Therefore, the charges are valid. However, as a gesture of customer service I have issued a credit in the amount of $101.21 to reflect your original rate. This was processed back to the credit card on your account ending in 5809. Please allow 7-10 business days for processing. Our partnership with PlatePass was designed as an added convenience to busy travelers who may not have time to stop and pay a toll or carry their personal toll pass with them on trips. As I am sure you are aware as well, several states are now going to cashless tolls, so without a toll program in place to assist customers with paying the toll, they could be faced with a more expensive proposition in paying a toll violation. In accordance with the terms and conditions of page 4 of the Signed Rental Agreement, an administration fee will be applied for each toll traveled during your rental period and therefore the charges are valid. For further assistance with toll fees we advise to contact PlatePass directly at (XXX)XXX-XXXX Thank you for contacting us.

• Initial Complaint

  Date:07/01/2022

  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've contacted hertz for months & months going on a year in half now the company has scammed me foe 2,400 dollars plus 800 surcharge from my bank . I am in disbelief of this company i neeed my money back this is crazy I went threw my triple aa discount the rental was only 250 a week I only had it for a month . Then I told them that the car broke down in front of my home after putting gas in it the car would go in run in everything so I took to a shop to test they said the car needed a tune up that's no my fault that they letting people rent lemon cars . I need all my money back in for my stress in pain with this company if there not willing to corporate I will file in court the company is already filing for bankruptcy they just always looking for a extra buck in scamming took 2,400 from me ! In this is making problems with my credit card threw Bank of America

  Business Response

  Date: 07/08/2022

  Business Response /* (1000, 5, 2022/07/08) */ BBB CASE#: XXXXXXXX RR# UNKNOWN This in response to ******** *****. Unfortunately, I was unable to track down the reservation in question and I am unable to further investigate. Please provide me with the eleven-digit reservation number starting with the letter J or K or your nine-digit rental agreement number so that we may further assist. Thank you for contacting us. Business Response /* (4000, 13, 2022/07/26) */ BBB CASE#: XXXXXXXX RR# UNKNOWN The files in the attached document will not allow us to open. please provide the following information: 1. Reservation confirmation number or rental agreement/record number. 2. Beginning and ending dates of rental. 3. Location of rental (city/state). Once we have the updated information we will be glad to assist you.

• Initial Complaint

  Date:06/30/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a Car with Hertz rental for Monday, June 27th - June 30th , I got COVID and was no longer going on my trip. I called to cancel and they would not give me a refund for the vehicle. So I stated once I was out of Quarantine I would come get the car to save money on gas, the hertz rental agent stated that would be fine. I showed up on Tuesday, June 28th to get my rental and they had provided it to someone else. I asked for a refund the lady at the counter said it wasnt her problem, she provided me with a 1-800 number. I tried to get a refund via the 1-800 number and teh customer service person was rude, laughed at me and said her manager would call me back (which he never did) I was charged money for a rental car I did not receive.

  Business Response

  Date: 07/08/2022

  Business Response /* (1000, 5, 2022/07/08) */ BBB CASE#: XXXXXXXX RR# UNKNOWN This in response to **** ****. Unfortunately, I was unable to view the attachments provided or track down the reservation in question and I am unable to further investigate. Please provide me with the eleven-digit reservation number starting with the letter J or K or your nine-digit rental agreement number so that we may further assist. Thank you for contacting us. Consumer Response /* (3000, 12, 2022/07/26) */ This has not been resolved, i have not been provided a refund and I want the business to contact me and provide an apology and a refund Business Response /* (4000, 14, 2022/07/27) */ BBB Complaint #XXXXXXXX Hertz confirmation KXXXXXXXXXX This is in response to **** ****. I apologize but the reservation was booked and paid through Expedia directly in which to receive your refund you will need to contact them directly at ************ and provide the Trip Itinerary number (with Expedia) XXXXXXXXXXXXXX. Just advise your reason that you came down with Covid and you could no longer pick up your rental. Your comments have been forwarded to the Area Manager for internal review and any corrective action deemed necessary. Thank you for contacting us. Consumer Response /* (4200, 16, 2022/08/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) I Wasted Time and money coming to your location to pick up a car I booked which you all did not provide for me. Along with your employees inexcusable service and the customer service rep on the phone being excessively rude to me I want my money back with an apology. I have spoke with Expedia and they stated to reach out to you. Its not my job to figure this out and if your customer service reps were helpful I wouldn't have to go through this headache. I want my money back and a apology from the customer service reps. Business Response /* (4000, 18, 2022/08/03) */ BBB Complaint #XXXXXXXX Hertz confirmation KXXXXXXXXXX I sincerely apologize for your experience. Unfortunately when a rental is prepaid via a third party Hertz doesn't receive payment if the rental is not used. Therefore you must receive a refund from Expedia if their policy allows for a refund. Consumer Response /* (4200, 20, 2022/08/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) Not what I asked for, need my money back and an apology from the person i spoke with on the phone and the employees behind the counter. If i do not receive this we will Just continue to go back and forth. Business Response /* (4000, 25, 2022/08/15) */ BBB Case: XXXXXXXX Hertz Confirmation# KXXXXXXXXXX This is in response to **** ****. Please accept our apologies on behalf of the Hertz Executive team for your recent experience with our location and customer service employees. Please rest assured, your comments have been forwarded to the local leadership team for any corrective action deemed necessary. As stated previously, we do not receive payment for third-party prepaid rentals and do not have access to their billing systems. It is the third-party's responsible based on their terms and conditions to issue the refund for the prepaid rental. However, as a one-time goodwill gesture, we will issue a manual credit for $191.10 at the counter, please contact us directly at XXX-XXX-XXXX and reference case XXXXXXXX. Please provide a full credit card number and experience date so that we may begin process of your credit. Thank you for contacting us.

• Initial Complaint

  Date:06/30/2022

  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 took out an insurance rental and was treated with the upmost disrespect. I had a car switched out on me for a cheaper car by the manager and the employee told me this outside. I took out the daily insurance for the first 7 days and the vehicle was hit and they refused to switch out the vehicle and then tried to put fake charges on my card saying the vehicle was smoked out. After 3 hours of humiliation and employees going through the vehicle while still in my possession, I discovered missing items. I have charges put on my card on a daily basis even though it's an insurance rental they now total over 700 and this is not proper procedure. This is causing me overdrafts in my bank account. I reported this to corporate and they were just as rude and took no accountability . I'm going to have to litigate to resolve this matter because that are very unprofessional.

  Business Response

  Date: 07/25/2022

  Business Response /* (1000, 5, 2022/07/08) */ BBB CASE#: XXXXXXXX RR# UNKNOWN This in response to ****** *****. Please provide a nine-digit rental agreement number or the eleven-digit reservation confirmation number starting with the letter J so that we may further assist. Looking through this BBB case we do not show any record of it being provided. Thank you for contacting us.

• Initial Complaint

  Date:06/30/2022

  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 have been a Hertz Gold member for over 20 years. Member number XXXXXXXX. I never choose any other rental car firm. I have been an American Express member for nearly that long. I just recently upgraded my AmEx card from Gold to Platinum and the reason I did so was due to the speed and efficiency with which the AmEx team protects its members. I have not had many disputes, less than a half dozen of the past 10 years, but they have always been taken care of promptly and fairly. This past weekend I visited my son and daughter in Washington DC. I rented an AirBnB in the Shenandoah area of the Blue Ridge Mountains. We spent 3 days and 2 nights together. Due to young children involved and the amount of extra stuff they require, I rented a car through Hertz. I rented the car, drove to the Airbnb just about 60 miles west of Reagan Airport, parked it for the weekend and then drove back Sunday. When I dropped it at the airport, I had filled it up with gas (only about 5 gallons required) then as I pulled in, I was met per usual. I was asked if I had filled up, told to make sure the keys were in the care and then asked if I wanted a printed of an emailed receipt. I always choose emailed which I did this past Sunday. I flew back to Michigan and when I checked my receipt the next day, I saw there was an additional charge of $400.00 tacked onto the normal daily rate, for cleaning due to smoke. I do not smoke. No one in my family smokes. You can check and ask Hertz to check, member #XXXXXXXX. I have never asked for a car that allows smoke. I have never required a cleaning of a car.

  Business Response

  Date: 07/22/2022

  Business Response /* (1000, 5, 2022/07/08) */ BBB Complaint #XXXXXXXX RR#XXXXXXXXX This is in response to ***** ******* After further view the refund for the smoking fee in the amount of $400. This process was started on 7.4.22 and can take 7-10 business days. Thank you for contacting us.

• Initial Complaint

  Date:06/30/2022

  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 vehicle from Hertz and they had an authorization hold on my bank account and they have not released it my refund to my bank account I called hertz to try to resolve it and the representative is telling me that she do not see the amounts that they held on my Account they held $350 and additional $1,117 and it is not reflected on my account as a refund they said they release it on the 2nd of June my bank does not see the refund I called to try to speak to a supervisor I was denied to speak to a supervisor because of the situation my bank account is overdraft of the exact amount of money that hesupposed to release I explained to them that the card I initially use was deactivated and I asked them did they release the money to the old debit card number and I was told it doesn't matter it will go into the bank account regardless but I call my bank several times and they do not see my refund of the money that was taken out of my account by Hertz and because of that my account is in the negative overdrawn

  Business Response

  Date: 08/24/2022

  Business Response /* (1000, 5, 2022/07/08) */ BBB CASE#: XXXXXXXX RR# UNKNOWN This in response to ****** *********. Please provide a nine-digit rental agreement number or the eleven-digit reservation confirmation number starting with the letter J so that we may further assist. Looking through this BBB case we do not show any record of it being provided. Thank you for contacting us. Consumer Response /* (3000, 7, 2022/07/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) I haven't received my $1,272 that was supposed to be released by Hertz rentals on June 2nd 2022 to Capital One 360 there's no record of the release of the money on my account statement or either the bank representative can I find the release of the funds I received a copy of the receipt but I do not display the money of the deposit or the authorized holes for the extended time of the rental I no longer have the Capital One 360 bank account so I would like my money to me personally I will enclose a copy of the receipts my number is XXX-XXX-XXXX Business Response /* (4000, 9, 2022/07/15) */ BBB CASE#: XXXXXXXX RR# UNKNOWN This in response to ****** *********. As previously requested, please provide us with your rental information which includes the rental record number or reservation ID number so that we may further assist. In addition, the attachment provided cannot be reviewed by our offices. Please resubmit the documentation in .pdf format so that we may review. Consumer Response /* (3000, 12, 2022/07/25) */ All the information you need is in the receipt that I will enclose Times are hard I need my 1,272.00 from Hertz car rental they claim they release my 1272 to Capital One on June 2nd my bank I haven't received anything and Capital One also said they don't see the release of funds and because of this they close my account focr overdraft. I need my $1,272.00 this the total amount Hertz representative was the amount I was debit as a authorized hold which according to Hertz was release to the bank. I never received my funds Business Response /* (4000, 14, 2022/07/26) */ BBB CASE#: XXXXXXXX RR#: HXXXXXXXX Thank you for contacting us. We appreciate the opportunity to assist. A review of our records indicates your rental was returned on 06/02/22. The total charge for the rental was $2537.86. Any authorizations were released from our system within 7 days of your return. Please provide your bank statement for additional review. Consumer Response /* (3000, 18, 2022/08/08) */ ***Document Attached*** He is a proof for my June statement that I never receive nor the bank any release of payments Business Response /* (4000, 20, 2022/08/11) */ BBB CASE#: XXXXXXXX RR#: HXXXXXXXX Thank you for contacting us. We appreciate the opportunity to assist. If you are showing a pending transaction on your account at this time that has not been released, please contact us with your bank on conference so that we may verbally authorize the release of any pending holds on your account. We may be reached at XXX-XXX-XXXX between 0700-1900h CST Monday-Friday. Please note, your financial institution must be on the call when contacting us for verbal authorization to be provided. Consumer Response /* (4200, 22, 2022/08/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) I need to know what number to call when I contact my bank for the conference call because the bank is not going to wait on hold for long period of time so I do believe would be easier it Hertz contact Capital One Bank then call me to include me on the conference call nevertheless I never received the release of the authorization hold and the bank States they never received it either option two give me an exact time to call Hertz or an appointment when I can contact them or hertz contact me so it would be conducive for me to reach the bank and we can have the conference call to settle this matter Business Response /* (4000, 24, 2022/08/17) */ BBB CASE#: XXXXXXXX RR#: HXXXXXXXX Thank you for your response. We apologize for any inconvenience caused; however, we are unable to reach out to your bank on your behalf. We have provided them with an electronic release at the time of your return. Due to customer confidentiality, you must contact your bank in order to verify your account information and once this has taken place you can contact us on conference at the phone number provided in our response during the listed hours of operation.

• Initial Complaint

  Date:06/30/2022

  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.

  Rented a vehicle from Hertz. After waiting in lobby for over an hour and half, they brought out an extremely dirtied vehicle that had an empty take. Reluctant to take the vehicle I had no choice seeing as I had to get going. After driving the vehicle i started feeling things crawling on me and it turns out that it was infested in red fire ants. Also the steering wheel was stiff and the breaks were very hard. After the experience I had with the Miami location, i decided to reach out to corporate directly. After finally being able to get an agent through Twitter, they directed me to bring in the vehicle to the pembroke location and they would alert an employee to proceed with a vehicle exchange. So I drove 25 miles to the location the next day at the designated time arranged with the agent and no mananger or employee had been alerted of my issue and worse, they did not have a vehicle they could exchange for me. Not only did i lose out on the full tank of gas but also on the return fee not being refunded.

  Business Response

  Date: 07/15/2022

  Business Response /* (1000, 5, 2022/07/08) */ BBB Compliant #XXXXXXXX RR #XXXXXXXXX This is in response to ***** ***** I apologize for the condition of the rental you received; this is concerning to us as well due to the high standards of cleanliness we stand by as a brand. 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. Your comments have been forwarded to the Area Manager for internal review. We are processing a full refund to the customer. The vehicle was driven 192 miles so we are denying the refund of fuel at this time as the customer is responsible for the fuel when fuel purchase option has been denied. Thank you for contacting us. Consumer Response /* (3000, 7, 2022/07/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) Though the rental refund is fair and considerate, the truck was rented on E and returned on almost full. Their should be some credit made for this as a $100 gift card should balance this. Business Response /* (4000, 9, 2022/07/14) */ BBB CASE#: XXXXXXXX Hertz RR#: XXXXXXXXX This correspondence is being sent in response to ***** *****. In most cases, the vehicle should be rented with a full tank of fuel. However, some Hertz locations do not have on-site facilities to refuel their vehicles. Therefore, vehicles rented from these locations may not have a full tank of fuel at the beginning of the rental. When this happens, the customer may return the vehicle with the same level of fuel as received. We regret any inconvenience you experienced, however, Hertz does not refund for fuel left in the tank upon return. As a gesture of customer service, we will send a $50 certificate as you previously accepted a $50 certificate sent by our Customer Service team on 06/29/22 in addition to the full refund provided in the amount of $926.92. No further adjustments or compensation is warranted at this time. Consumer Response /* (2000, 11, 2022/07/14) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:06/30/2022

  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.

  When considering whether or not to return my rental car late due to an airline schedule change, I Google searched the Hertz late return policy. The top links all take you to the Hertz website and state a 59 min grace policy, a 1/2 daily rate for returns 60-119 minutes late, and an additional day charge for returns 120 minutes or later. I was surprised to see a full extra day on my receipt for less than 90 min late return and contacted customer service today 30 Jun at 0834 PST. First the agent and then his supervisor would not acknowledge what I was telling them I found online that impacted my decision not to return the vehicle on time, expecting a minimal charge. Neither would acknowledge or research the information given, both instead attempted to navigate me to where I could find verbiage stating the policy was a full day charge if returned more than 29 minutes late. I finally hung up after informing the supervisor that there is conflicting info online that makes charging like this borderline fraudulent given the top Google references link you to Hertz and layout an entirely different policy. That policy impacted my decision to drop off a little later and have lunch before going back to the airport. They charged my card more than a hundred dollars extra, so it ended up being a very costly lunch! I can't help but wondering if the conflicting data on their website I was able to find isn't out there intentionally to help the company take advantage of people this way. Deeply disappointed as a gold member who had never returned late before that they would not even listen to me and seemed only eager to capitalize on the conflicting info they have up on their website. Please look into this as it seems like a very shady business practice to not have shored up the policy on their website as such a large company. A very lucrative oversight I'm sure.

  Business Response

  Date: 07/22/2022

  Business Response /* (1000, 6, 2022/07/08) */ BBB Complaint #XXXXXXXX RR#XXXXXXXXX This is in response to ****** ********* I appreciate the opportunity to review the issues regarding the grace period and this has been reported internally. There is a refund of $52.82 that is being issued back to the card on file. Allow 7-10 business days to receive. Receipt to follow. Thank you for contacting us.

• Initial Complaint

  Date:06/30/2022

  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 bought a car from an auction in 2019 I have the pink slip registration insurance everything In 06/23/2022 Hertz company they took my car from my front house in the middle of night by tow i knew that from the police department because i made a calim as stolen vehicle so when i called hertz they told me that they had a problem with the first owner so I showed them my papers of the car which is the title registration and insurance from 2019 they said they going to release the vehicle within 24 to 48 hours its been 10 days and I didn't got my car back yet I tried everything i went to most of there locations of hertz they didn't help me i called them on phone same thing they keep telling me tomorrow call us police they said there's nothing we can do u have to deal with them Location services too so I heard that BBB help people like me in my problem

  Business Response

  Date: 08/03/2022

  Business Response /* (1000, 9, 2022/07/20) */ BBB CASE#: XXXXXXXX This correspondence is being sent in response to a query made by ****** *******. Thank you for allowing us the opportunity to review your concerns. As your inquiry indicates you purchased the vehicle, we immediately forwarded your inquiry to our Corporate Car Sales Management team for their assistance. They have been unable to assist with the information provided. In order to better investigate, they have requested the full VIN Number of the vehicle.

• Initial Complaint

  Date:06/29/2022

  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 three day rental from Hertz, RR #XXXXXXXXX, upon return the associate informed me of an additional $400 cleaning fee that was going to be administered to the new invoice. He told me that there was evidence of smoking in the car. I told him that there was absolutely no smoking in the vehicle. I asked to see the pictures from when the driver checked me in to prove to me that it was a necessary clean from me renting the car and not previous damage, which he did not. I told the associate that in no way was I going to pay the fee that was in the first place not communicated to me at the time of the rental and second that I did not feel I had made myself. He refused to let up on the fee, but he gave me two options. One, to pay the balance in full. Two, he would close the account without payment and I would be put on a DNR list. I chose the latter of the options, since I wasn't getting anywhere with the associate. Yet, he immediately charged me anyway for the fee. I feel like this was completely shady and fraudulent. I never agreed to the amendment of the invoice especially when I asked for proof and wasn't given any. I want this to be removed from any type of collection from my credit report as I have been in contact with customer service and they stated that yes, I will be put on the DNR, but they would still put my balance in collections. I have already disputed it with my credit card company, but I do not want my credit to be affected. Upon further investigation, there are multiple articles on the "cleaning fees" that are fraudulently added to Hertz rentals. This greatly saddens me, because I have never had an issue before.

  Business Response

  Date: 07/13/2022

  BBB Complaint #********
  RR#*********
  
  This is in response to *******************
  
  I appreciate the opportunity to review your concerns. The location never could produce any proof of smoking in the vehicle, therefore that charge has been removed. The balance owed was $125.49 and is now paid and a credit of $274.51 has been processed. Allow **** business days. This was never turned into collections and you have not been put on DNR. Thank you for contacting us.
  

  Business Response

  Date: 07/27/2022

  Business Response /* (1000, 5, 2022/07/13) */ BBB Complaint #XXXXXXXX RR#XXXXXXXXX This is in response to KariJ B. I appreciate the opportunity to review your concerns. The location never could produce any proof of smoking in the vehicle, therefore that charge has been removed. The balance owed was $125.49 and is now paid and a credit of $274.51 has been processed. Allow 7-10 business days. This was never turned into collections and you have not been put on DNR. Thank you for contacting us.

  Customer Answer

  Date: 12/07/2022

  I have filed a complaint already with this company. When I thought it was completely resolved, I just got a call from a collection agency, when I was told that this did NOT go to collections. I am furious. I originally booked the reservation through Expedia, which covered the complete cost of the rental including insurance. I should not have any type of bill with Hertz. Period. This is the answer from the business from the original complaint. BBB Complaint #******** RR#********* This is in response to ******************* I appreciate the opportunity to review your concerns. The location never could produce any proof of smoking in the vehicle, therefore that charge has been removed. The balance owed was $125.49 and is now paid and a credit of $274.51 has been processed. Allow **** business days. This was never turned into collections and you have not been put on DNR. Thank you for contacting us.

  Business Response

  Date: 12/09/2022

  Complaint ID: ********

  RR#: 591304825

   

  Please be advised your rental charges were $202.49, however we received a chargeback on or about 07/27/22 for the valid rental charges. Therefore the balance owed is correct. For your records I have attached your signed rental agreement. 

  Customer Answer

  Date: 12/09/2022

   
  Complaint: 17828869
  
  I am rejecting this response because:

  The insurance was covered under the rental that I placed with Expedia. I will accept the gas charges, but I will not pay for the insurance twice. If your customer service represenative didn't have the accurate information for my rental to see that I already had insurance, that is not my fault.

  
  Sincerely,
  
  *****************

  Business Response

  Date: 12/15/2022

  Complaint ID: ********
  ********************** RR#: 591304825

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

  While we understand our previous response was not the desired outcome, we must advise that our decision and response remain unchanged. Based on the rental contract which was provided in our previous response, all charges were accepted and signed for. Therefore, the outstanding balance is due. 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.