Business Profile

Auto Rentals and Leasing

Hertz

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Important information

Customer Complaint:
Hertz requests and BBB recommends that if you have any complaints or concerns, please contact Hertz's Executive Customer Service Team at [email protected] or (239) 301-7000 prior to contacting BBB.

The customer experience information and complaint history provided in this BBB Business Profile reflects Hertz's worldwide operations. BBB Serving West Florida services all customer complaints and reviews for Hertz and its locations throughout the world.

Complaints

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

Customer Complaints Summary

7,224 total complaints in the last 3 years.
2,185 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:05/09/2024
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.
Hello,I rented a Extra Capacity Large SUV for my trip to ************ on 3/23/2024 to 3/27/2024. When I arrived there I was given a ****** Armada which is not an Extra Capacity Large SUV, it is just a Large SUV according to Hertz. There are codes that correspond with each class of vehicle at Hertz. The Extra Large Capacity SUV I rented has a code which is T6. The ****** Armada is a T2 because it is in the Large SUV class. The difference is, I rented the Extra Capacity one because I knew I would have 7 people in the car on this trip and still need room in the trunk for luggage. A Extra Large Capacity SUV has 7 seats and still a full size trunk. A Large SUV still has 7 seats but sacrifices a great percentage of the trunk size to fit the 3rd row of seats. I will attach 6 documents to this message displaying this as well. The Hertz Fleet Guide attachment is a picture right off the Hertz website showing the classes of cars and examples of car makes and models in that class. It shows a ****** Armada as the example car for a Large SUV (T2). I also attached the details given by Hertz showing the features of each car class. As you can see less luggage room is offered with the T2 class cars compared to the T6. I also have the email I was sent displaying I reserved a Extra Capacity Large SUV; that attachment is named "XL SUV Reservation Receipt" I also attached a picture of the physical receipt I was given which shows I received a ****** Armada; this attachment is named "Hertz ********************* It would've been cheaper for me to rent a ****** Armada as it is cheaper to rent a car from the Large SUV class compared to the Extra Capacity Large SUV class. I was charged for a product that was not given to me which is wrong in every way. Please reach out to me with any questions.
Business Response
Date: 05/15/2024
Complaint ID: ********
RR#: L64587471

Thank you for contacting us. Please accept my apology for any inconvenience you experienced due to the vehicle you received. I reached out to our licensee in ************, SC for assistance as they are independently owned. They extend their apology to you as well. They have adjusted your charges based on the vehicle class you received. The refund is $213.14. Please allow up to 10 days for the refund 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:05/09/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Rented the car in January 2024. Rental agreement number *********. I had originally made a rental agreement for a small compact car, when arrived at the location, I was only given the option of a electric vehicle, I do not have any way to charge the vehicle and asked if they had anything else in the same price range. They said they did not, I had to pay double what I had originally planned because of their lack of vehicles with no solutions offered to me. I returned the vehicle jan 16 2024, was not told of any damage at that point of time and left. I had gotten a call a week later about damage to the car, when I had returned the voice mail I had received they could not find any record of damage. Four months later, may 2024 they send me a bill for over $800 for windshield damage. There are no included time stamp photos, all the pictures are blurry and no solid proof it was damage during my rental period.
Business Response
Date: 05/21/2024
BBB Case 21690799
Rental Number 838860805

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

The damage claim has been closed. You are no longer responsible for the damage.

Thank you for contacting us.
Initial Complaint
Date:05/09/2024
Type:Customer Service 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.
Reference #********** Invoice# K8160680874 Hertz will not provide information about why $185 of the $200 was not returned. Has no record of my rental thus I am unable to see what I charge for. Would like full deeposit back since there is no representation of what I was charged for.
Business Response
Date: 05/21/2024
BBB Case 21690738
Rental Number K8160680874

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

I apologize if there is any confusion. I have attached a copy of the breakdown of charges for rental record L6459480. There is no refund warranted for this rental.

Thank you for contacting us.
Customer Answer
Date: 05/21/2024

Complaint: 21690738

I am rejecting this response because: It does not explain why $15 of the $200 hold was not returned

Sincerely,

***************************
Business Response
Date: 05/31/2024
BBB Case 21690738
RR No: L64594806

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

I apologize for the confusion regarding your billing.Upon my review of the local team I found that you did not pay a deposit for this rental. Please note, 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 early, or changing the return location. As you extended your rental your total was increased by approximately $200 but $15.15 was refunded as you had returned early. I have attached your Rental Agreement for your review.

Thank you for contacting us.
Initial Complaint
Date:05/09/2024
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.
Car rental on 23-Apr-2023 under rental agreement #*********, where the car was found defective (no accident involved) and returned to original location in ***. Hertz agent at the scene agreed it was a defective car and exchanged for a new one.Hertz sent a claim (#********) in July-2023 claiming $545.83 in damages. I promptly responded on the same day rejecting the claim given it was a defective car / not consumer fault, with corresponding communication.I have not heard back for 10 month, until 8-May 2024, where Hertz remain claiming $545.83 in damages. Hertz's agent has been threatening to put it on collection, where it has been Hertz's agent fault in that a timely communication where Hertz's agent's employee responsible was no longer working there so the case was left open. As a result of such tardiness, I would not be able to raise an insurance claim as the original incident happened more than 365 days ago. Furthermore, during communication with Hertz agent, I was interrupted, called lying, and got phone hung up.As a President ****** member (#********), I am very disappointed at the way Hertz and it's agent is treating is client. I wish Hertz can make this right in the spirit of client service, closing the claim of $545.83.
Business Response
Date: 05/14/2024
BBB Case # ********
RR# or Res#: ********************* is in response to *************************.

In review of our records, I can confirm Collections has closed this damage claim and no further billing or collection offers will be sent to you.

Thank you for contacting us.
Customer Answer
Date: 05/16/2024

Better Business Bureau:

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

Sincerely,

*************************
Initial Complaint
Date:05/09/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Driver with Hertz hit my vehicle and they keep putting off assigning an adjuster to my vehicle. The accident was on 4/9/24 and nobody has been assigned as of today 5/9/24.
Business Response
Date: 05/17/2024
Complaint ID: ********

Our ***************** has advised they need more information regarding the Hertz vehicle. Do you have the Hertz customer's name or ********************** agreement number. Any information regarding the vehicle or a police report would help as well.
Customer Answer
Date: 05/21/2024
Drivers name: *****************************
License plate: *** ****
Business Response
Date: 05/30/2024
Complaint ID: ********
This correspondence is being sent in response to *********************************.
Our claims team was notified with this information and are setting up a claim. You may follow up with their offices directly at ************ to proceed with the claim.
Customer Answer
Date: 05/31/2024

Complaint: ********

I am rejecting this response because:

Sincerely,

*********************************
Initial Complaint
Date:05/09/2024
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.
Rental Record: ********* I reserved a car on 4/29/24 for pickup at Hertz ******* ****** on May 2, for a 2-day rental. I was quoted 2 DAYS AT $66.61. Upon arrival at ******, I found my name on the ********** which indicated I should chose a car from the President's ****** lot. I chose a car and used it for the next two days, as contracted. Upon returning, I found I was charged for 2 days at $115.70 per day, an overcharge of $98.18, plus applicable tax and fees. Additionally, I had pre-selected the damage waiver for $34.99 per day, yet was charged $41.99 per day, another overcharge of $14, plus applicable tax.I have never been charged an "upcharge" by Hertz for selecting a car in the President's ****** as I am a President's ****** member. I had emailed Hertz online, and they confirmed that I was charged correctly due to selecting a different "vehicle type" and that there was nothing they could do to help. There were multiple vehicle types in the President's ******, which is the whole benefit of giving Hertz enough business to be offered President's ****** in the first place. All I am asking is to be charged the correct, agreed amount for my rental.
Business Response
Date: 05/14/2024
BBB Case # ********
RR# or Res#: ********************* is in response to *********************.

President ****** members will have the choice of the vehicle when picking from the President ****** area. The cost of any added coverage is based on the vehicle you choose. This cost may increase the larger the vehicle. As a customer service gesture, we have issued a refund for the difference in the per day rate and per day cost of the Loss Damage Waiver in the amount of $132.80 to your **** card. Please allow 5-7 business days to post to your account. We ask you to please be sure on all future rentals to review your rental contract before leaving the rental facility. We apologize for any misunderstanding.

Thank you for contacting us.

Customer Answer
Date: 05/26/2024

Better Business Bureau:

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

Sincerely,

*********************
Initial Complaint
Date:05/09/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Rental Record: ********* On March 30, 2024, I had a reservation to pick up a car at the *******, ** location at 10:30am. They were understaffed so I had to wait until after 11:30 to get the car, and the car was dirty, with food crumbs and crumpled up paper and receipts in the car. The employee said there were no other cars available but offered that I could return the car with only half a tank of gas (I received it with a full tank) to make up for the delay and dirtiness. I agreed. The car was due back at 10:30am on April 7th. I returned the car at 2am on April 7th. The Hertz lot requires you to take a timestamped parking ticket to enter. The Hertz afterhours dropbox requires you to drop your keys and the timestamped ticket as proof of when you returned the car, which I did. Despite receiving the ticket showing I returned the car over 8 hours prior to its due date, on Monday Hertz charged me for an extra day ($42.16) and a late fee ($12). I have also provided them a receipt showing I took an uber from the Hertz location to my apartment at 2am on April, they have not refunded the money. I have called twice and emailed them 5 times and they have not explained this, only stating "the charges are valid."They also charged me a $400 cleaning fee because there was evidence of a dog in the car. I explained the car was dirty when I received it, that having a dog in the car is not prohibited in the rental agreement, and asked for an explanation as to how a $400 charge for vacuuming dog hair was permitted under the rental agreement. A representative agreed to refund $300 but I was clear the additional $100 needed to be refunded, which I have not received. I was never given an explanation of how the $100 they kept was permitted under the rental agreement. Moreover, under NYGBL Section 396-Z(3)(b), any additional charge "shall be limited to actual and reasonable costs." Hertz has not shown how anything I did to the cost them $100.
Business Response
Date: 05/14/2024
Complaint ID: ********
********************** RR#: 110466845
This correspondence is being sent in response to ***********************.
We sincerely apologize for any misunderstanding regarding the detailing charge on your recent rental. As stated in the Terms and Conditions, if the vehicle requires more than Hertz's standard cleaning on its return, Hertz may charge the customer for the actual costs incurred to have the vehicle cleaned.  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, Hertz will assess a cleaning fee. In this case, the charges billed are valid. We have attached photos of the vehicle with excessive pet hair throughout.
With this in mind, a refund or credit of the charges was not warranted. However, we show our **************** team provided a credit of $300.00 off of the cleaning fee as a gesture of goodwill. This refund was processed on 04/09/24. After we provided this credit, we received a chargeback from your financial institution for $465.04 on 04/23/24 which is after the before-mentioned credit was made. Further adjustments are not warranted as the charges have been thoroughly review and are valid.
We have also found that during your rental period from 03/30/24 - 04/08/24 there were no reports made to our **************** or Roadside teams to report any issues with the vehicle mechanically or internally. We ask that customers notify our ************************** (ERS) team as soon as possible if there is any issue with the vehicle so that we may correct any issues in a timely manner or provide a replacement vehicle.
Customer Answer
Date: 05/14/2024

Complaint: 21689789

I am rejecting this response because: thank you for finally explaining what the $100 "detailing" charge was. However, under the rental agreement and New York Law any fee is limited to the actual costs incurred to have the vehicle cleaned, and you have not shown any evidence your company paid $100 to clean the car. I have never disputed that there was some dog hair in the car, but you claim on your website that the interior of every car is vacuumed between every rental, thus you cannot charge me for something you would have done anyways. And the fact dog hair was in the backseat does not cost you anything additional. If you could show that you paid a detailer or rented some special equipment to clean the car there would be no problem.
You are also incorrect about the dates of the credit card dispute and the refunding of the $300. After not receiving any response from you I disputed the $400 cleaning charge and additional day rental charge and late on April 8th, as the attached screenshot shows. The next day, on April 9th, you refunded $300, and I immediately notified Chase of this so they could adjust the disputed amount by $300.
You have also provided no response to the fact that you charged me an additional day for the rental. As I stated in my prior complaint which was supported by attachments, the car was due on April 7th at 10am, and was returned on April 7th at 2am. Yet you charged me an additional day (for April 8th) and a late fee that is erroneous and you have still have not corrected.

Sincerely,

***********************
Business Response
Date: 05/22/2024
BBB Complaint: 21689789
RR# 110466845
This is in response to ***********************. The additional day and late fee have been removed from your rental charges. Unfortunately, the $100.00 cleaning fee will not be removed for excessive dog hair. I understand this is not the out come you were anticipating, but its our firm and final decision,
Thank you for contacting us.
Customer Answer
Date: 05/22/2024

Complaint: 21689789

I am rejecting this response because: The rental agreement is crystal **************** RETURN, IF THE *** REQUIRES MORE THAN HERTZ STANDARD CLEANING ON ITS RETURN, HERTZ MAY CHARGE YOU FOR THE ACTUAL COSTS INCURRED BY HERTZ TO HAVE THE *** CLEANED. I have asked multiple times for Hertz to prove the "actual costs" of cleaning the car and they have not provided any proof or response. The rental agreement is a signed contract between the customer and the company and both parties are bound by it, Hertz's conscious decision to ignore its own agreement is a clear indication of the unethical way they do business and disregard for customers. It is obvious they have provided no proof because it did not actually cost them $100 to clean the car; there was a minimal amount of dog hair on one seat of the car, which does not cost them $100 to clean.

Sincerely,

***********************
Initial Complaint
Date:05/09/2024
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 had scheduled a return trip with Hertz from ************, ** to *********, **. Around a 5-6 hour trip. The gentleman at the counter was great, nice and easy to work with.The problem arose once I got to ********* to return the car. In my itinerary (photo attached), I was supposed to drop this car off in ******** **. I arrive there around 2pm and the place is clearly closed. A sign is on the window says the place is closed and to reach out to a number. I call the number 5-10x and it results in no answer/voicemail full. 20 minutes have passed so and my ride home has some where to be soon so they leave. I then call the 1800 hertz number multiple times trying to navigate to get to a person. Eventually I get to one. The lady basically says she cant help me, I push back and say I have an obligation to return this car, what do I do? She ended up screaming at me and hung up the phone.I ended up driving to another hertz location 30ish minutes out of the way. They take the car but cant do much about the experience. I ended up wasting an extra 2 hours and took an Uber home.My due diligence trying to reach out to support after the fact:A ******* followed up from ************ saying the 1800 number is third party, they have no way to look it up and this has happened before, great. (Photo attached)I opened a case with Priceline as well, and got response from Hertz stating there was no documentation this happened, great. Even though the itinerary stated to go to this location and I took a photo of the sign at the location (Photo attached). A gentleman nearby stated this location has been closed for months and this happens all the time.This was a terrible experience and Hertz was willing and to do nothing about it during and after the fact. This was my first time I can recall using Hertz and most likely wont ever again. Budget has always been a great expedience for me.
Business Response
Date: 05/13/2024
BBB Complaint: 21687812
RA: 114609902
This is in response to ***********************.
Thank you for contacting us regarding this matter. I am sorry to hear of your recent rental experience with Hertz. I can assure you this is not how we wish to portray our customer service. Our goal is to provide the highest level of customer service before during and after the rental. I apologize you did not experience this.
After further investigation into this issue, we have found that a refund of $35 for an upgrade fee was already issued back to the card on file for this rental. As the car was utilized for the entirety of the rental period, we deem no further adjustments necessary. I do apologize for any inconvenience this may have caused.
Thank you for allowing me to assist in this matter.
Customer Answer
Date: 05/13/2024

Complaint: 21687812

I am rejecting this response because:

This experience was not based on the type of car selected, it would have happened regardless. $35 is not a sufficient refund for the 2+ hours of time wasted, car ride service expense and wasting time of the person that was supposed to pick me up at the drop off location. This could EASILY be avoided if the location that was listed as a drop off location just wasnt listed as a drop off location, because it is in fact not a valid drop off location. It is clear that Hertz does not have a commitment to customer service and correcting negative customer experience issues.

Sincerely,

***********************
Business Response
Date: 05/16/2024
BBB Complaint: 21687812
RA: 114609902
This is in response to ***********************.
I regret your dissatisfaction in our response to this matter.However, our decision is unchanged. As previously stated, we sincerely apologize for the inconvenience this matter has caused you.

Thank you for contacting us.
Business Response
Date: 06/05/2024
Complaint ID: ********
RR#: 114609902

I am very sorry for any inconvenience caused when the return location selected was closed down upon your return and caused you great concern. Your feedback was shared with the appropriate Hertz management to make the necessary corrections to our rental systems to prevent recurrence. As a gesture of our apology I have provided a 20% discount on your rental rate. This provided an additional refund of $26.43 to your credit card. Please allow up to 7 days for the refund to post to your account.
We understand this experience will have impacted on your faith in Hertz. However,we do want to assure you that its not in keeping with the service we are renowned for, and we hope to have the opportunity to serve you again soon.
Customer Answer
Date: 06/13/2024

Complaint: 21687812

I appreciate the gesture, but this still doesn't really compensate for the experience / time lost.

Sincerely,

***********************
Business Response
Date: 06/20/2024
BBB Complaint: 21687812
Case: 22569749
RR# 114609902
This is in response to *************************** complaint. I apologize for the frustration you've been through with the return location closed. In addition to the current refund I took of $100.00. Please allow 5 to 7 business days for the refund to post to the billed credit card. I checked Priceline.com and it appears to be corrected on their website not to allow drop offs at ******** NY for Hertz.
Thank you for contacting us.
Customer Answer
Date: 06/27/2024

Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Please note it is still upsetting that I had to go to this extent to be heard regarding a poor customer experience. I hope ********************** dedicates more of it's profits to resources and planning towards customer service and starts to integrate customer service into it's vision and strategy.

Sincerely,

***********************
Initial Complaint
Date:05/09/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
The 2 issues took place May 3 and 4 2024 at Hertz ************ location.My rental reservation *********** was cancelled by an employee, because I requested a dirty vehicle to be cleaned and upgraded to a larger size as per Gold status. I was told I had to pay $75 more for an upgrade when it was just $7 more online. My Credit card on file was charged $506 even though the employee cancelled it and I never drove the car. I was extremely inconvenienced and felt horrible as I was not loud, rude, or disrespectful. I explained that to her and said she has the right to refuse to rent to me. I tried to call customer service and when I finally reached a human, I was told Hertz no longer has a customer service number and all complaints are done through email. I made another reservation *********** for May 4, 2024 and made sure it was a larger car so I would have no issues with size, as well as hoping that I would be greeted by a different professional. When I arrived to pick up the car, I was met with a sign, which I took photos of that read "Hertz Closed on Saturdays". This is false advertising as my rental was confirmed online and there was other customers there waiting and also confused. A man came from the Auto body section and asked were we returning vehicles. I said no and the other customer said yes. He said he could only take rental returns not process reservations and told me to try Enterprise. I began to feel these incidents were racially motivated. It made no sense to me that the employee could return rentals but not process reservations. I sent 3 emails to *************************************************** explaining the 2 incidents in detail. I immediately received a do not reply email that I would be contacted in 2-3 business days. Its been 5 days and no one has reached out to me at all. In addition, I had to call to move my reservation *********** to another location which was further and $45 more! This is unacceptable and unprofessional for such a big company. Please help!
Business Response
Date: 05/21/2024
BBB Complaint: ********
RA: *********
This is in response to ******************.
Thank you for contacting us regarding this matter. Upon further investigation, we have found that our customer service team has been in contact with you regarding his matter. They advised you that the $506.00 was an authorization hold that was approved on your rental and that this amount was released back to the card on file. 950 points were also added to your Hertz loyalty account for this issue,which equates to one free day.
I do apologize for any inconvenience this may have caused and for the lack of customer service received. Our aim is to provide the highest level of service before, during, and after a rental. I'm truly sorry you did not experience this.
Thank you for allowing me to address these concerns.
Initial Complaint
Date:05/08/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I recieved an email saying I had an accident recorded on a rental car on 4/24/24 for rental agreement # ********* I rented the car April *****th *****. i never got into a car accident in that car or reported an accident. this is FRAD as a presidental Circle Member i have never been so confused about a rental car scam. Hertz sent me an email saying the same thing case# ******** i never recieved a call from anyone and i have been giving the runaround calling Hertz.
Business Response
Date: 05/15/2024
Complaint ID ********
********************** Agreement Number *********

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

I regret the inconvenience this matter has caused you. Based on my thorough investigation, the claim associated to your rental agreement (*********) was closed 5/10/2024. As it was opened in error.

Thank you for allowing me to address your concerns.

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