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 Corporation

  2300 N Airport Blvd Springfield, MO 65802-7536

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:06/29/2022

  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 bought a used car from this business on March 3, 2022. As a PA resident buying a car from a business in MD, I was told that Hertz would take care of the title transfer and any necessary state transfer paperwork so that I could put my PA plates back on my car and get the vehicle inspected, but that this would not be completed until about 4-6 weeks after the purchase. I was given temporary tags that would last for two months. The initial employee that I worked with was Kevin, who no longer works in the store. I never heard anything so about 5 weeks after the purchase I called and was transferred to John, the finance manager. He told me that he needed another piece of paperwork that Kevin forgot to get and he gave me temporary tags that would last another month. A couple of weeks later I called again as I had not heard anything and Jim, the new manager said that he would help. I called daily for many weeks trying to get answers and no one has been helpful. At this point my tags are long expired and I do not have the title or a valid registration.

  Business Response

  Date: 08/03/2022

  Business Response /* (1000, 13, 2022/07/20) */ BBB CASE#: XXXXXXXX This correspondence is being sent in response to *** *******. Thank you for allowing us the opportunity to review your concerns. As your inquiry pertains to a Car Sales matter, upon receipt of your inquiry we immediately forwarded your concerns to our Corporate car Sales Management team. They have responded and advised that the tags were sent out on 07/11/22 and were delivered on 07/12/22. We are pleased to see they have resolved this matter.

• 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.
  

• 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 reserved a rental car on 5/31/22 with Hertz Rental Car for the dates of 6/3/22 through 6/14/22; it was to be a VW Jetta, 'standard' car class. The amount due at pick up was to be $553.68 at pickup. Hertz had no vehicles there at the time of my pickup time at the airport. I had to wait for the car and they gave me the first available car that came because I was a 'gold member'. They then sent me, after driving off the lot, a new price of $767.57! Of course this was not the agreed on price. That is $19.45 difference per day then I had reserved. I called; they said it was because of the car class I was given, but I did not reserve this type. I've never had this happen with a rental car company and normally if they did not have the car you reserved they'd give you the minor difference in car class free as an upgrade due to their inability to supply you with the car you reserved the week prior. Instead they charge me extra to be given the only car they had available, which is not the car I had reserved. The woman at the Hertz pickup lot @ JFK Airport even offered me an SUV, to which I said no simply because of the gas costs. Instead I was given a Nissan Versa as they had no other cars left. I tried to talk this through with a supervisor @ Hertz, Jose employee ID #: 0753, who just repeated himself a lot and was not listening. I asked how they can change the price and just send it it to me in an email after I've driven off the lot? Unheard of. I agree to the difference in price for the 2 extra days I had the car plus the 2 days of late fees. Total being $923.47. Subtracting the original confirmed reservation price plus the 2 extra days my total should have been $709.58. The difference in my price total compared to what I was billed $213.89. This is the amount I was overcharged. I can see from other reports on this website about Hertz firing people for assisting customers get through this kind of fraudulent business tactic.

  Business Response

  Date: 07/25/2022

  Business Response /* (1000, 5, 2022/07/11) */ BBB Complaint #XXXXXXXX RR#XXXXXXXXX This is in response to ***** ***** 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. A refund in the amount of $332.56 has been issued due to billing error at the time of pick up. Thank you for contacting us.

• 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.

  Reservation: KXXXXXXXXXX On 6/23/22, I picked up my rental from the Northwest HWY location in Garland, TX. My rental was due to be dropped off on 6/25 at noon. The guy at Hertz told me I could drop off the car on Friday night 6/24 early and that I could drop off the keys on Saturday morning 6/25. I dropped off the car on Friday night around close to 8pm. Saturday morning around 9:30am, I went to drop off the keys. I told the same guy I picked up the rental with that I was there to drop off the rental. He grabbed the keys and said I would receive my receipt via email. Everything was fine. I expected to receive my $500 deposit back possibly today. Instead, I received an email receipt showing that I was being charged $703.29 for a 6 day rental with a late return fee at $12.00 a day. It showed that I had dropped off the car today 6/28 at 3:47pm. I was astonished. I called the customer service number and had the absolute worst customer service experience ever. It was outrageous. I could not believe it. The agent, Edward, told me that he would put a note for the next agent to reimburse for the extra days. He said basically I would have to call in 24-48 hours to get them to refund me. I asked for a supervisor. He absolutely refused to transfer me. He said "that was it" or "this is it" and tried to end the conversation. He talked over me and wouldn't listen to me. Finally at about 7:00pm, he agreed to transfer me (call center closes at 7:00pm). He transferred me back the main number. I am disgusted at the terrible customer service that I received. I wanted to file a grievance and he said he did it for me in the matter of seconds. This guy lied to me and acted insane. It was like I was talking to a robot and not a human. This was the first time used Hertz and the last time I will make that grave mistake. I will go with Enterprise always in the future. I will report this terrible agent to corporate. I seriously don't trust this company to refund me. I don't know what to do.

  Business Response

  Date: 07/29/2022

  Business Response /* (1000, 9, 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. After review of your contract we can confirm a refund in the amount of $482.06 was processed for the extra day charges. This was processed on June 30, 2022 and you should see this posted to your account. At Hertz, we aim to provide the highest level of service before, during and after a rental. We appreciate the time you have spent in reporting this to us. Please be assure we are thoroughly reviewing this matter internally with our leadership team. Hertz company records are considered confidential and are not available to the public. Therefore, we are unable to provide information regarding any disciplinary action taken with our employees. We hope you can understand our position on this matter. However, we do want to assure you that it's not in keeping with the service we are renowned for, and we hope to have the opportunity to serve you again soon. Please know that we take all customer concerns seriously and we want to thank you for allowing us the opportunity to review and address your concerns. Thank you for choosing Hertz.

• Initial Complaint

  Date:06/29/2022

  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 booked a rental car through priceline.com & the agreement was only for the price, time, location, cost, type. I did not prepay, instead, I was shown the price I would be charged as a daily rate ($43.32), total fees & taxes ($39.01), & total due to hertz upon arrival ($212.29). The reservation number was *********** for 6/16/22-6/20/22 @ the San Diego, garnet Ave location. When we arrived, we were told that we could upgrade to a mustang convertible. I said no thanks, we are more A/C types than roof down types & the reason we booked the smallest car was to save on fuel economy in this high gas price market. Hertz did not have our guaranteed car type, so instead we were "upgraded" to a bigger car w/worse fuel economy. Then, we were charged a daily rate that was higher than our contract rate ($54.15/day plus tax). We were booked for $43.32/day plus tax. Then, the car wasn't even properly maintained: when we drove, an attention light & alert was on blocking the speedometer display (electronic) advising us that the car is low on wiper fluid. The worst part though, is that the location was not open to return the car when we needed to & had no key drop or night car return set up. I discussed the possibility of having my sister wait with the car since she lives in san diego, but I called the hertz number as instructed for any changes & spoke w/representative T.J. (6/19/22 @ 3:26pm) in the dept for ongoing rentals. I followed prompts for changing drop off location. I explained that the location would be closed with no key drop and it was HIS idea to return the car directly to the airport. I confirmed w/him that I would not be charged any additional fee for this. He clearly stated no extra fee & made notes in their system (later confirmed by another rep who said he wasn't authorized to do that). I returned the car to the airport & found out week later that I was charged an additional $106.81. I called but was never able to speak to a supervisor. I want 106.81 refunded.

  Business Response

  Date: 07/22/2022

  Business Response /* (1000, 5, 2022/07/08) */ BBB Complaint #XXXXXXXX RR#XXXXXXXXX This is in response to Ronald B. At Hertz, we aim to provide the highest level of service before, during and after a rental. I appreciate the time you have spent in reporting this to us. The full refund process is $106.81. Allow 7-10 business days. Thank you for contacting us. Consumer Response /* (2000, 7, 2022/07/21) */ (The consumer indicated he/she ACCEPTED the response from the business.) Because they have agreed to make a fair adjustment.

• Initial Complaint

  Date:06/29/2022

  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.

  Dates for car rental: 6/24/2022 - 6/26/2022 Rental # XXXXXXXXX I had reserved a rental car for the 2 day period starting at 3pm local time at Hertz location Chicago Midway airport. My flight and baggage claim went smoothly so I showed up a bit early at 2:15pm. I was told by 2 Hertz employees that my car would not be ready until 3pm, but if I wanted to 'upgrade' then they could get me a car right away. As an experienced traveler, I have not been told this before, so I questioned this practice. The employees became very hostile and condescending. They looked like they were ready for a confrontation, which I wanted to avoid. I asked about 'downgrading' to save money and I was told they did not do downgrades, even for vehicle availability. I asked about the cost of the upgrades and they said that they could not tell me unless I gave them my credit card information. At this time I was really suspicious of this predatory activity, and I made it known that I would prefer to wait for my car to be ready, which was only 35-40 at this time. They told me that 45 minutes was 'not that long' and that it may not even be ready by 3 now, but I was assured that the people were working hard on it. I had my whole family with me and waiting, so I relented and shifted to the upgrade process just to avoid big confrontation and move along. I saw no car cleaning or detailing going on in the garage. As I reflected on this, I am wondering if this policy is typical for this location. This is predatory activity and the behavior itself is confrontational. This is certainly not typical for a rental car nor any in its be available just a few minutes before the time reserved. I never got a straight answer as to whether my car (or similar) was there or not. I would like to ask for a refund on the upgrade portion of my bill and I would like this behavior to be escalated in the Hertz corporation to be addressed.

  Business Response

  Date: 07/25/2022

  Business Response /* (1000, 5, 2022/07/09) */ 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. Please accept our sincere apologies for the fact that the vehicle booked was not available. We understand that careful consideration is made when choosing the vehicle you require, and that is why we have such a wide range of vehicles available in our fleet. While we do state that a vehicle from the class booked will be available, on rare occasions, unforeseen situations arise that are beyond the branches control. This is usually caused by late returns, extended rentals, damaged vehicles etc. When it does occur, our policy is to provide a vehicle from the next available group at no extra cost. Having reviewed the details of your rental, we are concerned to see that the branch have not followed this procedure. Rest assured this has been raised with management at the branch to ensure it's addressed with all staff. With this in mind, we are processing a credit of the upgrade fee at this time as a gesture of customer service. Please allow up to 5-7 business days for this credit to show on your billing statement.

• Initial Complaint

  Date:06/29/2022

  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.

  My wife and I purchased a car care service plan along with our car. The car care service plan is a coupon book that covers: Lube, Oil and filer change plus tire rotation (8 total), Lube, oil and filter change, tire rotation plus multi point inspection (4 total), Lube, oil and filter change, tire rotation, multi-point inspection plus clean and adjust brakes (1) total. All of these are supposed to be fully paid. It also contains: 50% off tire rotation, 5% off any accessory purchased through our service department, 5% off air conditioning service, no charge for seasonal cooling system inspection, no charge complete brake inspection, 50% off windshield wiper blades with purchase of scheduled service, no charge for exterior car wash and interior vacuum, 10% off discount on air filter purchased and installed by our service department, $250 off next vehicle when all recommended maintenance is performed at the selling dealership. When we purchased the package we were told that we could redeem them at a number of places. The plan has since expired and it has been very hard to redeem these coupons for services. We redeemed one but that place can no longer do it unless we can tell them value of each coupon. I called up Hertz and they said they didn't have a record of the value and had no way of looking that info up. They recommended that a place called *****'s garage could redeem the coupons but there is no way to contact them ahead of time. They don't have a phone according to the Hertz rep. We purchased the package because these coupons could be redeemed at Jiffy Lubeswhich are everywhere and easy to scheduele at. Hertz tells me that the only garage that would service us is *****'s Garage, but they don't have a phone number and I have to simply go down there and hope they can fit me in that day. We could like a refund for the service plan. We redeemed one lube, oil, and filter change and have not been able to redeem the others since.

  Business Response

  Date: 08/23/2022

  Business Response /* (1000, 5, 2022/07/13) */ BBB Complaint #XXXXXXXX This is in response to ******* ****** & **** ****** I appreciate the opportunity to assist you with your concerns. I need some further information. I am needing the ID regarding the additional car care package that you purchased. Also, if you have the bill of sale from the purchase and the name of the Salesman so that we can look further into this and help resolve this in a timely manner. Thank you for contacting us. Consumer Response /* (3000, 7, 2022/07/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) Documents attached. For reference:Bill of sale #XXXXXXX Salesperson: Ronald ******* Car service plan info: Contract # PXXXXXXXXXXX Form: DXXXXXXX Business Response /* (4000, 9, 2022/07/22) */ BBB Complaint #XXXXXXXX This is in response to ******* ****** & **** ****** Our Corporate Car Sales management team has advised that they have reached out directly to provide assistance and resolution. We are pleased that they are able to assist with resolving your concerns. Consumer Response /* (4200, 11, 2022/07/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) As of 7/28/22 Hertz has not reached out to me. Business Response /* (4000, 13, 2022/08/04) */ BBB Complaint #XXXXXXXX This is in response to ******* ****** & **** ****** Our Car Sales Manager, Mark, has confirmed that he has attempted to contact you on numerous occasions and left voice messages which have not been returned. These attempts were on 07/21/22, 07/28/22 and on 08/03/22. This has been passed to another manager, Michael, who will attempted to reach out as well. Consumer Response /* (4200, 15, 2022/08/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) Can you please confirm the number you are calling? It's possible that I put the wrong number in the form or your team is calling the wrong number. Can you also provide a phone number for me to call? Business Response /* (4000, 17, 2022/08/12) */ BBB Complaint #XXXXXXXX This is in response to ******* ****** & **** ****** Our Car Sales Manager, Mark, has advised that you may contact him at XXX-XXX-XXXX for assistance. We have also provided him with the contact number listed in the BBB inquiry.

• Initial Complaint

  Date:06/28/2022

  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.

  Rented a car from the Hertz location in Downtown Seattle and had my flight changed by Hawaiian Airlines to a much earlier time. Their downtown location does not offer after hours returns and if I waited until they opened for business, I would not be able to make my now much earlier departure time. Despite their website stating it is only $12.99, they charged me an additional $600, on a $426 rental. This is absolute highway robbery. I understand it would cost a bit more, but charging one-way rental fees because their downtown location doesn't have after hours drop offs is insane. The supervisor "wasn't available to speak with" when I called. Their online information is extremely deceptive and I would really like my money back.

  Business Response

  Date: 07/15/2022

  Business Response /* (1000, 9, 2022/07/14) */ BBB CASE#: XXXXXXXX RR#: XXXXXXXXX Thank you for contacting us. We appreciate the opportunity to assist. A review of our records indicates you were provided the same rate as your rental contract. Attached is your signed rental agreement (SRA) and final rental invoice. Consumer Response /* (2000, 11, 2022/07/14) */ (The consumer indicated he/she ACCEPTED the response from the business.) I was only provided that rate after arguing with your overseas customer service center for hours, which still refused to provide the original rate. Only after talking with local customer service reps at Sea Tac Airport was this resolved. I'll accept thus resolution but please update your website for the downtown location to indicate they do not accept returns outside of business hours. Not having that information available unless you try to return outside business hours us deceptive at best. I am extremely hesitant to rent from Hertz ever again due to my experience.

• Initial Complaint

  Date:06/28/2022

  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.

  My husband ******* ***** rented a car from Hertz rental car the week of 6/23-6/25 we were told in the rental contract that the vehicle must be brought back with the same amount of gas as the day of the rental. We made it our business to make sure that was done...we returned the car the worker looked at everything said we were Good and let us go. Three days later their is a charge of 98.00 on my credit card stating we returned the car with a empty gas tank..and I know this is not the case. They stated that we would need to provide a receipt from the day of the return showing that gas was put back into the vehicle..most people pay for gas with cash and not money and dont save their receipts..so they are taking my money until I can prove to them the car was returned with gas. I did not take. Pic of the fuel gage because I knew I took it upon myself to make sure the gas was back to it original state the only receipt that i have is from the day of pickup...please be extra cautious when dealing with these people their are several complains about the same thing happening to other once you start to really look. Anyway I need my money back

  Business Response

  Date: 07/29/2022

  Business Response /* (1000, 9, 2022/07/15) */ 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. For review of the fuel charge please provide your husbands rental record number and the location he rented from. Please know that we take all customer concerns seriously and we want to thank you for allowing us the opportunity to review and address your concerns. Thank you for choosing Hertz.

• Initial Complaint

  Date:06/28/2022

  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 got into an accident on 2/28/22 and got a rental car through Hertz. The towing company took 3 weeks to tow my car so I had to keep the rental car longer than expected. State Farm paid Hertz $1,138 and I paid Hertz TWICE!!! One charge for $577 for the days that went over, and another $250 for unspecified reasons that I am still unsure of. They have been paid 3 times and are still sending me a bill for over $500. I think they are trying to scam me when they've already been paid 3 times and won't explain why they are seeking additional monies. The bill only shows the original charge of the rental which I already paid my rental car deductible of $250 plus $577 for the overages and $250 for reasons I am still not sure of. This is not right.

  Business Response

  Date: 08/02/2022

  Business Response /* (1000, 9, 2022/07/19) */ 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 misunderstanding regarding the charges billed for your rental. Our records show you insurance provided authorized and paid for a portion of your rental period, the portion paid for by the insurance company was for 26 rental days. However, we show the vehicle was kept for an additional 13 rental days for a total of 39 rental days at a rate of $39.24/per day for a total of $510.12 plus applicable taxes and fees. In addition to the base rate of the rental, we show your rental was required to be towed and a towing charge was incurred for $500.00. These charges total to $1068.80 billed to you directly. We show on 04/19/22 a chargeback was processed for $511.80 and therefore, as this charge is valid, the balance was moved to our Direct Billing team for collections. As the balance remains unpaid and outstanding, you must reach out to our Collections partners, Viking Client Services, at XXX-XXX-XXXX to settle these charges.