Business Profile

Auto Rentals and Leasing

Hertz

This business is NOT BBB Accredited.

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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.
2,184 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:05/06/2024
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.
I am really in need of service from a Hertz corporate representative, as the workers that I am dealing with are not providing me with accurate information when an issue arise with the rental that I am paying for. My Rental Record #*********, I have been renting from Hertz under an Uber contract since August 2023. I have had 2 issues thus far, but the current issue that I am dealing with has really upset, in which I am looking for Corporate assistance. When I initially began paying for the service, I was offered a main insurance policy (which was automatically included) then I was told that I could purchase an optional insurance product. Apparently, the additional insurance would cover me if I need a replacement vehicle etc. I never received a print out explaining the policies and I believe that should be provided, so that renters are not confused with the purchase. So the car that I am currently renting was stolen. I reported to Hertz and was told that I could get a replacement vehicle. With hesitation. I wanted confirmation by phone. I called phone number ************, I wanted assurance that I would get a replacement and I also reserved a vehicle. I didn't want to waste my money paying for an Uber to the location. When I arrived I was told that I could not get a replacement until the stolen vehicle was found. I am at a lost for words. This is not what I was told and also not what I thought I was paying for. I then called Hertz for the 5th time and this rep told me that it is up to the location. Once again. lost for words. I really need assistance because I am paying for a car that I do not have and now not able to work. I am paying $366/ week for the rental vehicle.
Business Response
Date: 06/13/2024
BBB Case 21673131
RR No: 833183621

This is a response to Quantane Higginbotham

I apologize for the confusion regarding the Loss Damage Waiver (***). The *** relieves the customer of the financial responsibility to any damage to the vehicle, however it does not feature a replacement vehicle in the event the vehicle is stolen or towed for a violation. Please be advised that exchanges can only be provided by returning the vehicle.

Thank you for contacting us.
Initial Complaint
Date:05/06/2024
Type:Order 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.
To Whom It May ********* am writing to file a formal complaint against Hertz for failing to fulfill their contract terms and for causing significant inconvenience and additional costs during a rental period. Rental agreement #:117449216 Below is a summary of the incidents:Rental Agreement Details: Entered a contract with Hertz for a four-day rental totaling $343.29.Initial Issue: Encountered engine warning lights and a key malfunction during the rental. Contacted roadside support and was instructed to drive the vehicle to ********************Vehicle Breakdown: The car broke down on the highway, endangering my family's safety. Despite safely coasting into a parking lot, Hertz failed to provide a replacement vehicle.Additional Rental Costs: Incurred out-of-pocket expenses of $258.76 to rent a car from Enterprise due to Hertz's inability to provide a replacement.Lack of Follow-up: No proactive communication from Hertz; I repeatedly informed them about the car's risk of impoundment because they did not tow it. My actions prevented potential thousands in costs for Hertz.Contract and Billing Issues: Despite the vehicle being towed back to Hertz, they delayed closing my contract. I received daily notifications and unauthorized charges for a car already returned.Resolution Failure: After 20 communications with different Hertz representatives over three weeks, Hertz acknowledged an overcharge but refused to recognize the additional rental costs. They continued charging me $183.94.Total Excess Costs: I paid a total of $442.70, nearly $100 more than the original agreement, due to the breakdown and Hertz's service failures.Given these circumstances, I request BBB's assistance in resolving this matter, including a full acknowledgement of all incurred costs and appropriate compensation for the distress and inconvenience caused by Hertz.Thank you for your attention to this matter.
Business Response
Date: 05/09/2024
BBB Case # ********
RR# or Res#: ********************* is in response to ***************************.

In review of our records, a refund was processed for 2-days and the fuel in the amount of $405.46. An updated invoice has been sent to you for your records. To review to consider possible reimbursement for the daily cost of the other rental company, please send us a copy the final invoice showing the full rental details in PDF form to *************************************************** and include your rental agreement number.

Thank you for contacting us.
Customer Answer
Date: 05/09/2024

Complaint: 21672539

I am rejecting this response because: Hertz's response aligns with the details of my complaint, which is that even after the partial refund, I am still left paying $100 more than the original contract because their car broke down and I had to rent last-minute from another agency.

Per Hertz's request, I will send details of my case and replacement rental to *************************************************** and hope that will lead to resolution.

Sincerely,

***************************
Business Response
Date: 05/14/2024
BBB Complaint: 21672539
RR# 117449216
This is in response to ***************************. Thank you for providing your Enterprise receipt. We are processing a refund back to the **************** used for the Hertz rental in the amount of $258.76. Please allow 7 business days for this amount to post to your credit card.
Thank you for contacting us.
Customer Answer
Date: 05/14/2024

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, assuming they complete the refund as stated.
Would greatly appreciate an email follow-up confirming the refund from Hertz

Sincerely,

***************************
Initial Complaint
Date:05/06/2024
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 am sending you this email to express my extreme frustration and disappointment with the recent experience I had at your car rental location on May 5, 2023.As a loyal Gold member of Hertz, I expect a certain level of service and professionalism regardless of my gold status, which was sorely lacking during my recent visit to your *********************************** branch.Upon arrival, my family and I were shocked to learn that there were no SUVs available, despite our reservation made well in advance (Reservation Number: K84814729D7). We were told they only have sedans and no one cared to inform us before our arrival. We specifically reserved an SUV to accommodate our luggage, which would not fit into a sedan.To make matters worse, the lack of communication and professionalism displayed by your staff only added to our frustration. When we asked the agent, *****, why we were not informed that the car we reserved or a comparable one was not available, we were told, "I just havent been able to get to calling you yet." We shared our frustration telling him we have been calling since 9am and nobody picked up, to which he replied, Ive been here since 9am and this phone hasnt rung once. This level of customer service is unacceptable. Not only were we inconvenienced by the unavailability of the vehicle we had reserved, but we were also left stranded at your location for over an hour, causing us to miss half of my son's birthday party event, for which we still had to pay the full price.Furthermore, we incurred additional expenses due to this inconvenience. We were forced to take an Uber all the way from ********, ** to **********, **, which cost us $50 each way.Considering the stress, pain, and mental trauma this experience caused my family and me, I kindly request compensation for the additional expenses incurred and the inconvenience caused. Additionally, I request a rental vehicle ASAP at no cost to us.
Business Response
Date: 05/10/2024
BBB Complaint: 21672221
Reservation number: K84814729D7
This is in response to ***************************. I understand that Sugarland was unable to secure your recent reservation with 5 passenger SUV, on behalf of Hertz I would like to apologize for any inconvenience this may have caused to your and your travel plans. The travel industry at large is experiencing high demand in travel while facing shortages in vehicle availability from the manufacturers. We remain committed to providing more fleet availability. I noticed our *************************** provided 950 points on 05/06/23. Please sent your Uber receipts for us to review.
Thank you for contacting us.
Customer Answer
Date: 05/10/2024
Complaint ID: ********

I am rejecting this response because it does not reflect the level of stress and frustration we experienced. The humiliation we experienced by arriving late to my son's birthday party was distressing. This response fails to address the trauma and stress we endured seeing our son upset because he was late for his own birthday celebration (we were celebrating birthday with family after 6 years!). The 950 points offered by customer service are insufficient even for a one-day SUV rental. When I called to reserve an SUV, I was informed that the 950 points only cover a basic sedan. I originally reserved an SUV rental for a week, which was not provided. I request a week-long SUV rental as compensation for the stress we experienced due to Hertz.

Sincerely,

***************************
Business Response
Date: 05/14/2024
Complaint ID: ********
Res#: K84814729D7

I understand this caused a significant inconvenience to you and your family, again we sincerely apologize. We respectfully decline your request for a free week rental of an SUV. In the interest of customer service I have provided an additional 950 gold points to your account. This is a total of 1900 points you have been provided, which is the amount that is required for a standard free day of an SUV.
Customer Answer
Date: 05/14/2024

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:05/06/2024
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 a car from Hertz and prepaid. Car was unsafe and a mess inside (carpet torn and lifting up on drivers and passenger sides). Called to report problem.car was hesitating and acting like it was going to stall. I was scared to pull out onto a main road. Dashboard engine stayed on the entire time. Hertz offered to replace the car at the airport.i didnt want to waste a day of my vacation driving to and from the airport!!!Rental #*********
Business Response
Date: 05/08/2024
Complaint ID: ********
RR#: 126201655

The condition of the vehicle you received is a concern to us, and I apologize for the inconvenience you experienced. We always want to provide quality vehicles to our customers. We understand that on rare occasions, situations will arise with vehicles where customers will need our assistance. During these incidents we strive to have our customer back on the road with as minimal lost time as possible. We sincerely regret that this hasn't been your experience with us.
As a gesture of goodwill I am mailing you a $50.00 rental certificate to use towards a future rental. Please allow up to 10 days to receive the rental certificate in the postal mail.
Initial Complaint
Date:05/06/2024
Type:Product 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.
This situation has been ongoing since January 17, 2024. The original rental should have been $705.31. The rental was returned one day late. After going back and forth with the company I have confirmation from the Hertz manager that yes, I will be refunded $933.44. I uploaded this email and I do have plenty of other correspondence if you need additional information. I reached out to Hertz through ******* and again was assured that I would receive the refund in 7 to 10 days. This was on April 4, 2024. Here's the copied ******* message:" I do apologize again for the inconvenience, *****. Please do allow 7-10 business days to receive those from 3/26 to receive the funds back into your account. You are welcome to reach back out for further assistance. -*****".It seems obvious the company has no intentions of honoring their word. Thank you for your assistance.
Business Response
Date: 05/08/2024
BBB Complaint: 21671802
RR# 818788110
This is in response to ***********************. I could not open the attachment you sent. However, I was able to pull up your rental information from another email sent to us. I show our social media team refunded $933.44 on 05/06/24 going back on the billed credit card, Unfortunately it can take up to 7 business days to see the refund post to your billed credit card. I've attached a copy of the new receipt.
Thank you for contacting us,

Customer Answer
Date: 05/09/2024

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:05/06/2024
Type:Product 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.
Prior to my trip to *******, *******, on April 13, 2024, I chose to rent a car from Hertz located in ***********. I rented the car with a deposit of $171.69. At the time I selected to refuse any additional products, such as, insurance or any other coverage. On April 20, 2024, I arrived at Hertz to check out the car and once again declined any additional coverage. The sales clerk at the desk had me sign a key pad (a black key pad that did not show for what was being signed) and I assumed that I was signing the agreement for the car. I had previously shared a copy of my driver's license and personal information online for a quicker checkout. Once I reached my hotel and looked over my receipt, I noticed that I was also charged for additional products in the amount of $139.39. I immediately called Hertz in the attempt to get the amount corrected/refunded; however, I could not access a live person and was just transferred from automated system to another automated system. I then sent an email to Hertz and once I returned the car, I also filed a complaint with the desk clerk, who informed me that she would have her supervisor review my complaint and get back to me. On April 29, 2024, ******** from Hertz emailed and informed me that she reviewed the Loss Damage Waiver charge on my invoice and it showed that I accepted the additional service and since I had the benefit of the service during my rental, she was not in the position to refund the charge. I totally disagree with her decision as I was never shown the agreement; instead, I signed a blank keypad which I thought was the agreement. Furthermore, I only benefitted from the service because it took over a week for someone to get back to me since my initial complaint on April 20, 2024. Any action in the attempt to recover this amount will be greatly appreciated. Thank you
Business Response
Date: 05/08/2024
BBB:21661506
RA: 121932263
This is in response to *************************.
Thank you for contacting us regarding this matter. Upon further investigation, I do see that your rental agreement is signed. As we cannot confirm or deny any verbal conversations that occurred, we must go by the physical evidence provided. The signed rental agreement is a legally binding document. When the rental agreement is presented for signature, all optional charges are listed with a total amount. By signing this agreement, you are accepting the charges. Therefor the $139.39 is a valid charge.
However, as you have stated you were not presented with these charges, as a onetime goodwill gesture, I have refunded this amount of $125.97 back to the card on file. The additional amount charged of $13.42 is taxes and fees for this rental, we do not refund for these. Please allow 5-7 business days for this to reflect.

I appreciate the opportunity to assist in this matter.
Customer Answer
Date: 05/13/2024

Better Business Bureau:

Although I do not agree that the rental agreement showing the additional charges was agreed upon and signed, I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory. I would hope that in the future, the business shows their customers all charges and documents prior to requesting a signature. I truly appreciate your assistance in this matter.

Sincerely,

*************************
Initial Complaint
Date:05/05/2024
Type:Order 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 ********* I rented a ***** Malibu from hertz for Uber on 02/16/24 @ 13:19.Return date was supposed to be 02/23/24 @13:30.I extended weekly until I dropped off on 04/14/24 @11:35.I was issued a receipt by the rep and I went my way.A week later Hertz charged my card on file in the amount of $336.88. I think I need a refund
Business Response
Date: 05/08/2024
BBB Case 21669791
RR No: 967651053

This is a response to Adedapo Oropo

I apologize for the confusion regarding your billing.Please be advised that the charge of $336.88 was billed for the week of 04/05 through 04/12.

Thank you for contacting us.
Initial Complaint
Date:05/04/2024
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.
Reservation #K8121093784 Prior to leaving the lot, I took the initiative to email pictures of the vehicle's condition, highlighting the issues I noticed, including the dirty interior, cracked windshield, and other malfunctions. Despite bringing these concerns to the attention of the representative, I received no assurance or acknowledgment of the issues raised. Throughout the rental period, I encountered several issues with the vehicle's functionality. The windshield washer fluid reservoir was completely empty, compromising visibility while driving. Moreover, the fuel tank door was jammed shut, requiring me to use a credit card to pry it open for refueling. Additionally, the trunk door failed to close automatically, posing a potential safety hazard. Furthermore, upon driving the vehicle, I noticed that the tire pressure was low on the front driver-side tire. This not only raised concerns about the safety of the vehicle but also required additional time and effort to address during the rental period. Additionally, I am extremely disappointed by the discrepancy between the online booking information and the actual rental experience. When I booked the rental online, it clearly stated that I would owe $0 upon pickup. However, upon arrival, I was asked to pay a deposit of $320, which was not reflected anywhere on the website during the booking process. This inconsistency in pricing information is unacceptable and misleading to customers. Upon returning the vehicle, I verbally brought these concerns to the attention of the representative. However, instead of addressing them adequately, she merely made a dismissive gesture, which further exacerbated my frustration and disappointment. Overall, the condition of the vehicle, the lack of attention to detail in ensuring its functionality, and the discrepancy in pricing information greatly impacted my experience with Hertz. As a loyal customer, I am deeply disappointed by the level of service provided.
Business Response
Date: 05/23/2024
BBB Case #:21667951
RR# or Res#: ************************ is in response to ***************************.
When reserving online all information regarding deposits being held at the time of rental is listed under the Rental Qualifications and Requirements. All locations require a deposit before the vehicle can be released.
Please accept our sincere apology for the condition of the vehicle. All Hertz vehicles should be properly cleaned, serviced, and in good mechanical condition before being released for rental. When a customer is unhappy with a ********************** vehicle or has difficulty during their rental time frame; we recommend contacting our ************************** team immediately for on-rent support. Regrettably, I was unable to locate a report from Emergency Roadside concerning this. However,please be assured the General Manager will be internally addressing these concerns with the vehicle. As a customer service gesture for the troubles you experienced, we can confirm our **********, AL management has issued a refund to your credit card in the amount of $113.14. Please allow 5-7 business days to post to your account.
Thank you for contacting us.
Initial Complaint
Date:05/04/2024
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 rented a car from Hertz starting April 26 to April 29, 2024. I used the built-in ** Pass transponder within the rental car to cross one bridge ($4 toll to cross the ********************* from ********** to ************). I have used Hertz many times before and used the ** Pass built into the car. I was charged a small fee, $4 or less, in addition to the toll. However, on May 4, 2024, I was informed that PlatePass was going to charge $77.97 for its All-inclusive PlatePass tolling option for one-time use of the ** Pass. This is a criminal amount to charge, and Hertz did not do enough to notify me, a Gold Member user, that such a charge would occur. I would expect a very specific, very clear, must-answer questionnaire that indicates such a charge is possible. If this was presented to me, it was not clear enough for me to notice and be adequately made aware.
Business Response
Date: 05/08/2024
Complaint ID: ********
RR#: 125003093

Please accept my apology for any misunderstanding regarding the toll charges. Although, the charge is correct and in accordance to our rental terms and conditions, in the interest of customer service I have advised our Toll Processor to provide the post opt cost. This will provide you a refund of $63.98 to your credit card. Please allow up to 14 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:05/04/2024
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.
Case # ********** as assigned by Hertz when called on April 14 as soon at the problem was identified. The rental record # *********. The vehicle was rented from your DTW branch (***********************************) on April 13, 2024.Unfortunately, the vehicle experienced a significant mechanical failure, specifically leaking what looks to be the majority of its oil contents onto the driveway in the AM on April 14, 2024. This incident not only disrupted our travel plans but also caused considerable damage to private property. The oil leakage occurred while the vehicle was parked on a newly concreted (Oct 2023) driveway at my wife's parents' residence in ***********, resulting in significant staining and discoloration as you will see in the attached photos. The reason for our visit was to help prepare my in-laws move to assisted living as well as visit my father-in-law who has just been placed in hospice care. This unforeseen incident not only added distress during an already difficult time but placed the burden of cleaning up the spill on me as well as devaluation of the home which is to be placed on the market soon. Upon discovering the leak, we immediately contacted customer service and were told that ********************** would clean the spill and refund the cost of the rental. The vehicle was picked up by a tow company who had approximately 5lbs of oil absorb, which was nowhere near enough to address the spill. I subsequently spent the day calling and finally getting someone who could come with 50 lbs of oil absorb and help clean oil and pressure wash the driveway. I reached out to Hertz **************** again after returning home to Seatlle. On May 2, they responded saying they could only refund the unused portion of the rental agreement, a total of 131.49$. This is not an acceptable resolution in my opinion.
Business Response
Date: 05/08/2024
Complaint ID: ********
********************** RR#: 118107371
This correspondence is being sent in response to a query made by *****************************. Thank you for allowing us the opportunity to review your concerns.
Our records show this rental is under a different first and last name than your own. Due to customer confidentiality, we are unable to discuss a customers ********************** with a third party. So that we may further review, please confirm the renters first and last name and your relationship to them.
Customer Answer
Date: 05/31/2024

Complaint: 21667582

I am rejecting this response because:

Thank you,
My wife is the renter, I was added as a driver so my name is also on the agreement. My wife's name is ***************************. I have CC'd her to this email.
-******

Business Response
Date: 06/04/2024
Complaint ID: ********
RR#: 118107371

Thank you for providing that information. I apologize for your experience and any inconvenience caused. I have reviewed this matter and show that a refund of $131.49 was processed by our **************** team on 04/24/24.I have issued a refund for the remaining rental charges in the amount of $92.09. In regards to your request for additional compensation due to the damage caused, I have forwarded your information to our Claims team. They will contact you directly to address and assist.

Customer Answer
Date: 06/13/2024

Complaint: 21667582

I am rejecting this response because: the business has refunded the cost of the rental car but has not refunded the cost of the clean up or the damage to the property. They have sent an email asking for our credit card or insurance but I am not willing to give them that information as it is not relevant. They have not provided any way to communicate with them about this claim.

Sincerely,

*****************************
Business Response
Date: 06/16/2024
RE: BBB Complaint # ********

Dear Mr. ********,
Thank you for reaching out and providing us with this additional information. Unfortunately I am not able to process any further refund as we have refunded your purchase in full. Please contact our claims department to request further compensation at ************. You may also send an email to: ****************************************************************** They will be able to further assist. I appreciate you bringing this matter to our attention and hope you have a great weekend.
Customer Answer
Date: 06/19/2024

Complaint: 21667582

I am rejecting this response because:

Sincerely,

*****************************

I only selected "do not accept" because it will not close the case. Hertz has given me contact information, I will reach out and try to find a way we can resolve the issue. Thank you BBB.

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Hertz is NOT a BBB Accredited Business.