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

  PO Box 31166 Tampa, FL 33631-3166

• 

  Hertz

  2905 N 32nd St Fort Smith, AR 72904-4202

• 

  Hertz

  114 International Way Huntsville, AL 35824-0000

• 

  Hertz

  315 Malalpine Cresent Fort McMurray, AB T9H 4Y4

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:04/23/2024

  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.

  Rented a car with Hertz via AAA prepaid for $335.31 When we arrived at the counter, agent went through his spiel of add on's.The only item we agreed on was the pre-paid fuel charge.We remember specifically him asking about the added insurance. We both told him no because we were covered by our regular insurance AND was also covered under the credit card we used. upon returning home, our credit card was charged again for an additional $454.74.I called Hertz and was told we were charged $67.50 for an additional driver and $41.99 per day for additional insurance. When I disputed the charges, they offered to remove the additional driver fee. I was told we had accepted the insurance. The agent at the counter deliberately and intentionally added this to our bill after being turned down and only agreeing to the fuel charge. This changed our $335 rental into $790. Unacceptable.On the phone with hertz, the agent was reluctant to transfer me to a supervisor. After I kept insisting, I was put through with the supervisor who told me there was nothing that could be done. I asked to be transferred to his manager and was told he didn't have a boss and there was no one to transfer me to.

  Business Response

  Date: 04/25/2024

  BBB Complaint# ********    
  
  This is in response to *************************
  
  Thank you for taking the time to bring your concerns to our attention.

  Hertz thoroughly reviews every customer's inquiry.  To allow us to look into your inquiry further, please provide us with your rental agreement number or reservation ID number. 

  Customer Answer

  Date: 04/26/2024

   
  Complaint: 21613663

  Here is the info you requested:

  Rental Record # *********

  Reference # K474019641

  Conf# K4744019641
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  Business Response

  Date: 04/30/2024

  Complaint ID ********
  ********************** Agreement Number 110342492
  
  This is in response to *************************.
  
  In accordance with the Terms and Conditions of the signed rental agreement; this rental does indicate you accepted the additional charges for the Loss Damage Waver (LDW) for this rental. Regrettably per this signed agreement, (attached) we are unable to issue a full refund for this service.
  
  Thank you for contacting us.

  Customer Answer

  Date: 05/02/2024

   
  Complaint: 21613663
  
  I am rejecting this response because: When we were asked to sign, we were told by the rep it was for the accepting the pre-paid gas.  We feel the agent did a bait and switch tactic.  We clearly told the agent we were covered under our current insurance and credit card.

  We would like a conference call with the agent.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:04/23/2024

  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.

  Rental Record #: ********* Reservation #: K7500728521 Hertz ************* Case #: ******** I rented a car from Hertz for 3 days (3/30/24 - 4/2/24) at *******************************************************, however the taxes and fees billed were in no way proportionate to the actual cost of the rental. The total fees and taxes on my $128 car rental, which was booked through a 3rd party site (rentalcars.com), was supposed to be $40.96, however Hertz charged me $363.22.For instance, the concession fee recovery charge of *****% was $133.64 on what was a $128 car rental, so clearly the fees and taxes were being assessed on a far larger amount. They also charged $203.51 of tax on a $128.13 car rental, which is clearly incorrect.I complained at the Hertz counter about this but they said there was nothing they could do and that the fees and taxes couldn't be adjusted even though they agreed they were clearly incorrect. Had I decided not to rent the car at that point I would have forfeited the $128.13 I had already paid for the rental.Upon returning home I filed a customer care complaint with ********************** (#*********, however they denied my request for a refund saying only that I was responsible for fees and taxes. I definitely understand that I am responsible for fees and taxes but only if they are correctly assessed. In this instance I believe they can't be correct given the amount of the base rental. I have attached the rental agreement with the 3rd party company detailing the fees and taxes I would expect to pay at the rental counter. Also attached is my receipt from Hertz showing the excessive fees and taxes.I would be grateful if you could assist in getting Hertz to refund the $322 I was overbilled, or at the very least have them explain to me how they arrived at these numbers. Please let me know if you need any additional information,Thank you

  Business Response

  Date: 04/25/2024

  Complaint ID: ********

  RR#: 110667281

   

  Please accept my sincere apology for any misunderstanding regarding your charges. Upon reviewing your charges I have adjusted the taxes and issued a refund of $296.90 to your credit card. Please allow up to 7 business days for the refund to post to your account. 

  Customer Answer

  Date: 04/26/2024

   
  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:04/23/2024

  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.

  i made reservation K83146426B2 to rent a car with pickup saturday the 20th. when i got there the clerk informed me i was denied due to low credit score and not having a credit card. when i inquired about the charge she got defensive, wrote down a c/s number and essentially kicked me out the door. i called the number and all i got was a recording saying they refund within 24 hours and to contact my bank. it is now 67 hours later and there is no refund.

  Business Response

  Date: 04/29/2024

  BBB Complaint# ********
  Reservation ID ***********
  
  This is in response to *************************
  
  Thank you for taking the time to bring your concerns to our attention. Hertz thoroughly reviews every customer's inquiry; and I can confirm that refund was processed for $279.91 regarding your prepaid rental. Please allow 3-5 business days for processing.
  
  Please accept our sincerest apology in regard to the experience at the rental counter. Contrary to the poor impression this incident has left with you, it is not representative of the high level of service we strive to maintain.
  
  Best Regards

  Customer Answer

  Date: 04/30/2024

   
  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 except for the fact that i had to appeal to the BBB to be made whole for something that should be automatic! Shame Hertz!
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:04/22/2024

  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 have contacted customer-************************************ and filed a complaint. Their response was unsatisfactory. Please review my complaint. I expect a refund for unused car rental days due to unauthorized charges to my credit card, unsatisfactory booking process, and errors made by Hertz. Hertz needs to improve their business conduct. They need to improve their booking process, transparency, accuracy of accounting, and customer experience. Timeline of events:1/23/24. Booked Hertz car rental online -K7460287224. Pickup Monday March 19, 2024, drop-Off April 9th, 2024. Credit card charged $2491.70 on 1/24/24.3/11/24. Called Hertz Rental at ********, ********** to ******************. Hertz supervisor said I booked through a third party and he could not modify reservation. He said to call Hertz reservations at ************. Called 800 # and was on hold 30 minutes. Agent at call center said he needed to cancel original reservation in order to modify rental dates. My modified pickup date was March 22nd, 2024 with drop-off April 9th. Agent said I would receive email with new confirmation #, which I never received ! Credit card charged $2053.12 on 3/12/24 by HERTZ OKLA CITY 3/12/24 Received reimbursement of $2491.70 from HERTZ ********* for original reservation 3/13/24. Called Hertz ************ anga after not receiving email with new confirmation #! On hold ~30 minutes. Agent at Hertz call center said Hertz had NO RECORD of 3/11/24 reservation. Agent rebooked reservation : $1950 (AAA discount). Reservation #: K7953250006. Agent said I would receive an email confirmation within 5 minutes. No email confirmation received ! Credit card charged $1952.30 on 3/13/24 by HERTZ ********* Attempted to access my reservation online. Saw FAX NOT AVAIL THIS RATE PLAN. I was unable to view my reservation !! Saw multiple unauthorized credit card charges made by Hertz.Monday March 14, 2024 -***** to ****************. I spoke to Hertz supervisor in his office and expressed grave concerns about unauthorized and erroneous credit card charges and lack of transparency. I showed him the message FAX NOT AVAIL THIS RATE PLAN ; he saw I could not view my reservation status online. He confirmed on his system a modified car rental pick-up date of 3/22/24. The Hertz supervisor at **************** said to call ************** Hertz Customer Relations about billing concerns. I called them and they said there were two rental agreements under my name!! I told Hertz Customer Relations I was escalating issues to BBB. He then he canceled one of the duplicate reservations. On 3/22/24 - Received reimbursement from HERTZ ********* for $2053.12 Rental Car returned 4/1/24 into SJ Airport. Hertz erroneously documented car was returned 4/9/24. Based on my unsatisfactory booking experience with Hertz, I expect a refund for unused rental days.

  Business Response

  Date: 04/25/2024

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

  This correspondence is being sent in response to a query made by *************************. Thank you for allowing us the opportunity to review your concerns. 

  We apologize for any frustration caused to you when our Reservations team cancelled your initial booking when you requested a change in your pick-up date. This action was incorrect as updating the date of a reservation does not require a cancellation and rebooking of the reservation. Rest assured, this will be addressed with our Reservations team manager to ensure proper customer service procedures are being followed and to take corrective action where deemed necessary., We have also ensured the full amount of your prepayment under confirmation K7460287224 was processed. We have attached both the initial prepaid invoice as well as the refund invoice showing the credit of $2,491.70 was processed. 

  We show your rental under contract #********* was attached to your new booking which was under confirmation #K7953250006. This booking was scheduled for rent and return in ******** from 03/22/24 - 04/09/24 and since this booking (and the previous booking) were both prepaid bookings, the Prepaid Terms & Conditions were accepted at the time of booking which states that there is no refund of unused days. In addition, we also show you returned your vehicle one-way to Hertz at the *********************  Normally, this change in return location would incur one-way return fees or an increase in rate. This change in return location would result in your weekly rate increasing from $578.68/week to $918.21/week for 2 weeks and your daily rate increasing from $115.74/day to $128.55/day for 1 day. With this in mind, a refund of your unused days are not warranted. There is no indication that your invoice shows you returned on 04/09/24 but rather on 04/06/24 one-way to a different Hertz location. We have attached your final invoice and rental contract for your review and record. 

  We have also confirmed that a duplicated rental contract was not started under your cancelled booking under confirmation #K7460287224. While a refund of your unused days is not warranted, as a gesture of concern for the inconvenience caused to you, we are mailing a $100.00 certificate to you at the mailing address provided. 

• Initial Complaint

  Date:04/22/2024

  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.

  The problem first started when I put in for a rental online, and the price that was quoted was $215.53 for a week, which I thought was reasonable. I then pushed submit and was charged $389.37. So, I canceled that transaction because that wasn't the quote I agreed to. So I put in for it again and was charged correctly the second time $215.53. On Sunday, April 14, 2024, I picked up my rental at ************************************ in *************. When I got the rental, I took pictures , and the employee took pictures of certain things that were wrong with the car, which he sent the pictures to my email. I then took the car home and put my luggage and other things in the car. When I was trying to pull out my driveway, the car shut down multiple times and stalled. On the dashboard, it read Key low battery. It also sounds like something was dragging underneath. So I had to go back and get another car, which put me behind where I had to be. The car that I received the trunk wasn't as big as the first one, and I needed trunk space. And the car was almost on empty which I have a picture of. I had to put all my luggage and other items into the other rental. I had to go get gas which put me behind some more where I had to go. On Sunday April 21, 2024 I called customer service to tell them what happened and try to come up with a solution. I kept getting hung up on and put on hold. When I finally did talk to someone no solution was made and I was told to talk to a manager where I got the rental car from. I also was giving a $100 credit a couple of years ago on my next rental because of a mix up last time I had a rental which I was told it would be in the system when I rent a car. When I mentioned that to customer service on the phone I was told that he seen it twice. Then he said he didn't see it. I'm very dissatisfied I was late for my trip and customer service not helping me at all. My rental conformation number was K7964436652. I will like a full refund or price adjustment.

  Business Response

  Date: 04/25/2024

  Complaint ID: ********
  ********************** RR#: 118340644

  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 trouble during your booking process or rental with Hertz. When booking a reservation, various factors can cause the rate to fluctuate during your booking. This can be due to adding on optional services during the reservation process or the available rate is no longer available which will result in the rate changing. While we are unable to determine why your rate changed during your booking process, we can confirm this is not common and will be reviewing this matter further. 

  Our records show during your rental, the vehicle was exchanged within a couple of hours of your picking up the car. However, we do not show any further exchanges took place=. While we regret this caused a disruption to your travel plans, we can confirm your reservation was booked for pick-up at 15:00h and the contract started at 14:35h, the vehicle exchange took place at 16:53h. With consideration of the interruption to your travels that this may have caused, we are mailing a $25.00 certificate as a gesture of concern. 

  Unfortunately, we are unable to substantiate a $100.00 credit for a future rental was promised prior to this rental. When a customer encounters an issue during their **********************, compensation will be provided in the form of a certificate, rewards points or a monetary adjustment to the rental contract in question. If a certificate was issued for $100.00 to use toward a future rental, this certificate would only be valid for one-year past the date of issuance. We regret any misunderstanding caused. 

  With this in mind, further compensation is not warranted at this time. Rest assured, your concerns have been shared with appropriate management for their full review to ensure proper customer service procedures are being followed and to take corrective action where deemed necessary. 

  Customer Answer

  Date: 04/29/2024

   
  Complaint: 21611765
  
  I am rejecting this response because: I feel as though $25 dollars is not enough especially since I had to put gas in the car after picking it up because it was on E which I provided a picture showing. I put over $40 in the tank. When I had the car, I put over $30 in the tank and returned the car with more than half of tank of gas. So not only my inconvenience I should get something for but for the gas I put in the car. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 05/02/2024

  BBB Case # ********
  RR# or Res#: ********************* is in response to *********************.
  
  Our locations will make every attempt to provide a vehicle with a full tank. If this is not possible you would bring the vehicle back at the same level as received as we do not refund for unused fuel. We understand the inconvenience this may have caused. As a further gesture of goodwill we have mailed another $25.00 certificate for the fuel concern to your home address listed on the contract.
  
  Thank you for contacting us. 
  

• Initial Complaint

  Date:04/22/2024

  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.

  - Dates of the events: 04/08/2024 04/20/2024 - Nature of the dispute: Mr. ********* rented a box truck from Hertz but could not drive it due to mechanical issues with the vehicle. The truck had to be towed, but Hertz claims they did not receive the truck and kept charging Mr. *********. Ultimately, Hertz promised to cancel all the rental charges, but instead charged him $286.43. In addition, the final receipt shows that Hertz claimed incorrect mileages for pre- and post-rental, charging a lot more than the initial rental contract. Mr. ********* has extensive documentation of Hertzs inability to resolve the issue. The documentation includes their attempts to not only charge more than they should, but also not return the money as promised in multiple written documents and recorded phone calls. Please find a detailed list of events and documentation in the file Hertz BBB complaint.pdf attached.- Whether or not the business has tried to resolve the problem: Mr. ********* tried to solve the issue through multiple Hertz communication channels and by talking with multiple employees, but the issue remains unsolved. Even when employees state that they resolved the issue (or will takes steps to do so), Mr. ********* finds out later that they have not followed through with their word by calling back or another form of following up with Hertz.- Reservation number: K8224585911 - Rental record number: M11788490 - Hertz Roadside Assistance case number: ********** - Urgently towing request number: ******* - Desired resolution: cancellation/refund of all the rental charges, as promised by Hertz, and a formal email confirmation of the closure of the rental agreement, as expected by Mr. ********* from Hertz as stipulated from multiple employees

  Business Response

  Date: 04/25/2024

  Complaint ID: ********
  ********************** RR#: M11788490

  This correspondence is being sent in response to a query made by ***********************************. Thank you for allowing us the opportunity to review your concerns. 

  We apologize for any inconvenience or concern caused to you when your vehicle experienced mechanical issues during your rental and there was a delay in when the contract was closed out. Please note, at the conclusion of a rental it may take up to 7-days for the rental to be closed out and the final invoice generated. This delay is common when a vehicle is towed for any reason as the vehicle must be transported to the original renting location for invoicing. 

  Our records confirm your rental was closed out on 04/18/24. We also show your initial booking was for 1 rental day beginning on 04/09/24 with a scheduled return on 04/10/24. We show on 04/10/24 you contacted our ****************** Services (ERS) team to report issues encountered with the vehicle. With this in mind, we have processed a refund of the second rental day charges  in the amount of $60.19. Though processed today, please allow up to 5-7 business days for the refunded amount to show on your billing statement. 

  As the vehicle was utilized on the first rental day, a full refund is not warranted at this time. The remaining charges incurred are for 1 rental day at $25.00/day, Additional Driver $3.00/day, Loss Damage Waiver (LDW) $12.00/day, ******************* Supplement (LIS) $17.95/day and a mileage charge of $0.75/per mile for $141.75 plus applicable taxes and fees. 

  Customer Answer

  Date: 04/29/2024

   
  Complaint: 21611447
  
  The vehicle was not utilized on any of the rental days because of the mechanical is***. All we could do with the vehicle was to drive it from Hertz ***************** to my driveway. After that, the persistent is*** with the parking brake prevented us from using the vehicle at all, and it stayed on my driveway until it was towed.
  As for the charges, the mileage in the receipt is completely incorrect, as demonstrated by the pre-rental (page 15 of Hertz_documents.pdf) and pre-towing (page 23 of Hertz_documents.pdf) photos. As the photos indicate, the mileage went from ******* mi to ******* mi, just 18.7 mi which corresponds to me driving the vehicle from Hertz ***************** to my driveway. The mileage shown in the receipt (***** pre-rental and ***** post-rental), and consequently the mileage charge of $141.75, are completely made up and incorrect (page 24 of Hertz_documents.pdf).
  Furthermore, the other charges including but not limited to the Additional Driver $3.00/day, Loss Damage Waiver (LDW) $12.00/day, and ******************* Supplement (LIS) $17.95/day were not taken advantage because of the vehicle being blatantly faulty, as documented by the countless times I called roadside assistance and other people at Hertz. For example, the additional driver, *****************************, was only available for the first day when the vehicle itself wouldnt work because of the parking brake is***. I would like to note that I had to take off from work to be able to rectify this is*** - of a vehicle that I did not get the benefit of and was continuously charged for - and would otherwise ask for compensation.
  In addition, *********************************, the Hertz Area Manager for *******/ *********, confirmed that I would receive a full refund, and that he has requested to void the rental charges. You can find his statements in the document Hertz_emails.pdf, pages 3 and 4.
  Therefore, I request the full refund of $286.43 that was promised by Hertz and that I am entitled to. Hertz has not only been stringing me along for weeks promising things and not following through, but is also making up false charges (such as the mileage charges) to take undue money from me. I have complete documented evidence of all of Hertz wrongdoings in this situation. If I am not refunded the full amount of $286.43 that I was promised, I will go to small claims court, and will in addition *** for lost wages as I have had to skip work multiple times to deal with all this nonsense.

  Business Response

  Date: 05/06/2024

  BBB Complaint: 21611447
  RA: M11788490

  This is in response to Mateus Corato Zanarella.

  I appreciate the opportunity to assist in this matter. Upon further investigation into this matter, we have found that a refund for this rental is valid. We have issued back $226.14 to the card on file, as you have already been refunded $60.19. Please allow 5-7 business days for this to reflect. I do apologize for the inconvenience this has caused.

  Thank you for allowing me to address these concerns.

• Initial Complaint

  Date:04/22/2024

  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 made an reservation at Hertz, with Rental Record ********* and RES ************ I picked up the car on Apr 19, 2024 at ***************, anf return on Apr 21 at same place. The contract I got at pickup is $177.18, but the final charge is $324. Specifically I was charged $129 for fuel. This does not make any sense, because I refilled the tank righ before return. As shown in attachment, the gas at pickup is 315 miles, while it's 386 miles at return. I even gave them more back! This charge is unacceptable and I ask for the refund for this.

  Business Response

  Date: 04/25/2024

  Complaint ID: ********
  ********************** RR#: 121654514

  This correspondence is being sent in response to a query made by *****************. Thank you for allowing us the opportunity to review your concerns. 

  We sincerely apologize for the billing error on your recent rental with Hertz and appreciate you bringing this to our attention. We are issuing a credit in the amount of $149.01 to the charge card originally billed. This credit is for the Fuel & Service Charge (FSC) and though processed today, please allow up to 5-7 business days for the credit to show on your billing statement. Rest assured, this is being addressed with appropriate management for their full review to ensure proper customer service procedures are being followed and to take corrective action where deemed necessary. 

   

   

  Customer Answer

  Date: 04/30/2024

   
  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,
  
  *****************

  Customer Answer

  Date: 05/23/2024

   
  Complaint: 21610948
  
  I am rejecting this response because:

  
  I made an reservation at Hertz, with Rental Record ********* and RES ************ I picked up the car on Apr 19, 2024 at ***************, anf return on Apr 21 at same place. However, I was charged $30 for "fine" on May 14th after paying the rental. I didn't received any email from Hertz. I found Hertz has a website for fine search. But as the screenshot shows, this website does not show any fine record as well. So I don't recognise this charge. I request an explanation for this charge, and a refund if Hertz fails to do that.

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

  Business Response

  Date: 05/30/2024

  Complaint ID: ********
  ********************** RR#: 121654514

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

  We sincerely apologize for any confusion regarding this matter.  In some cities/states, it is not necessary for the authorities to stop a vehicle in order to issue a violation.  Instead, a picture of the license number is captured, and the owner of the vehicle is billed later.  When notified of the violation, Hertz provides the local authorities with the renter's contact information based on who had the vehicle out on rental at the time the alleged violation occurred.  Typically Hertz receives fine information within 90 days of the incident.   
  
  An administration fee of $30.00 is billed each time the local authorities contact Hertz for information. Due to the increase of violation notices, Hertz can no longer absorb the additional costs associated with processing infringement notices.  The administrative fee billed by Hertz is in addition to the cost of the infringement. Local authorities are required to contact the customer directly with a copy of the violation and to request payment of the fine.  A copy of the traffic violation administration fee invoice is being attached for your records.
  
  Hertz is not provided a copy of the fine.  I can advise you the infringement occurred on 04/19/2024 at 11:38PM.  According to our records,the vehicle was in your possession at the time of the alleged infraction.  For further inquiry regarding this matter,you will need to contact the local authorities directly.
  

• Initial Complaint

  Date:04/22/2024

  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.

  My reservation number was: #********* and on March 24th we got our rental receipt for an electric car we rented while in *************** from the Thursday the 21st of March through Sunday the 24th. When we got the car it was in my wifes name and we asked them to change it to my name we were told at the counter that we could do that at the kiosk when we left the rental station. We chose our car, and got to the kiosk to check out. When we were greeted by the woman-whose name escapes ***** said they could have changed this at the counter, but that shed do it herself. She changed it to my nameor so we thoughtand then told us that if the car wasnt brought back fully charged we would incur a 25$ cost. We were fine with this. When we got on the road, my wife noticed that instead of making me the primary driver, they made me an extra drive and charged us 40$. We were never told it would cost a dime to make me the primary driver. We immediately called and were told that the situation would be taken care of because we hadnt been told there was a charge to change the driver. When we dropped the car off, we hadnt charged it because we were fine paying the 25$ recharge fee. The receipt has a 35$ charge fee and then an additional 18$ service fee for charging at their place. Again, when we left, we were never told of this. I emailed Hertz and was told that the charges stand because they found nothing wrong. I said this is fraud because we were never told of the additional charges, and that I wanted to talk to someone. That was on March 31st. Im filing this because I as a refund of the additional charges weve incurred without our knowledge. Im fine paying the 25$ charge fee, but I want a 68$ refund to my account. Im happy to send the email exchange as well as the receipt. Ill never use Hertz again because you cant trust them. They tell you one thing, and then charge you something completely different.

  Business Response

  Date: 04/25/2024

  Complaint ID ********
  ********************** Agreement Number 105563264
  
  This is in response to ***********************.
  
  I regret the inconvenience this matter has caused you. After review of our records,I have refunded the additional drivers fee in the amount of $48.13, however the $18.00 Airport Facilities Fee is a valid charge and is not applicable to the Electrical Vehicle Charge Fee.
  
  Thank you for allowing me to address your concerns.

  Customer Answer

  Date: 04/26/2024

   
  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:04/22/2024

  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.

  I reserved a car with this location and my vehicle had mechanical issues the minute I got it on the freeway. I returned the vehicle to same location to be told by **** that she could not help me and I would need to try the airport location. She was rude from the start. I explained that was not acceptable and she replied she had other people in front of me and she could not help. I could come back tomorrow. I explained my reservation was for today and I needed my vehicle today. I waited until I was the last customer and she said she only had an electric car since I was getting the manager special. I explained that was not going to work. She then said any other vehicle would be 100 dollars more per day. That is unacceptable and a rip off when those are not even the daily rates. She asked to look at my vehicle. I Explained she needed to drive it. She said she could not take off the lot. **** has no business being in customer service as she was rude and not professional. She also did nothing to see that I was put in a working car. I want a full refund and reimbursement for the rental insurance. I am asking for 200 as this will cover my Uber ride home since she left me stranded with no transportation.

  Business Response

  Date: 04/26/2024

  BBB Case ********
  
  This is a response to ***************************
  
  I regret the inconvenience this matter has caused you. Could you please provide me with your 9-digit rental agreement number so we may further review this matter.
  
  Thank you for contacting us.

  Customer Answer

  Date: 04/30/2024

  Backup provided 

  Customer Answer

  Date: 05/04/2024

  The car was returned after 15 min as I couldn't drive it over 50 miles per hour.  
  The agent would not provide a working vehicle unless I agreed to pay 150 more per day.  She needs to be fired for being so horrible at her job.  
  The man cleaning cars told her there was something wrong with car before it was given to me.  I have witnesses that can back up my claim.  I will never rent from your facility again. So disappointed. 

  Customer Answer

  Date: 05/10/2024

  
  Complaint: ********
  Please see attached Rental Agreement:

   

  Business Response

  Date: 05/14/2024

  BBB Case ********
  Rental Agreement *********
  
  This is a response to ***************************
  
  I regret the inconvenience this matter has caused you. Our records indicate you are still on rent with us, we are unable to view open contracts. I would recommend speaking with a manager upon return of your vehicle.
  
  Thank you for contacting us.

  Customer Answer

  Date: 05/17/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  the Vehicle was return same day as it had mechanical issues   I am demanding my full refund immediately   

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

  Business Response

  Date: 05/30/2024

  BBB Complaint: ********
  Res ID: ***********

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

  Thank you for contacting us regarding his matter. I apologize we were unable to provide you with a vehicle and for the inconvenience and lack of customer service you have experienced regarding this rental.  A vehicle preference can be noted on the reservation; however,Hertz does not guarantee a specific make, model, color or feature. With this being a manager special this does include electric vehicles.

  However, as a gesture of apology, I would like to issue a refund of the $37.69 charged for this rental. For us to be able to process this refund, the recent chargeback request will have to be canceled with your bank. Once this chargeback is reversed, we will issue the refund as soon as possible. Please reach out to us once this is done and email *************************************************** and reference case #********.

  Customer Answer

  Date: 05/31/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  I was charged 113 for rental purchase and I can provide the details showing it was paid. 
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 06/06/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  The amount I am waiting on getting refunded is the 113.07 

  Business Response

  Date: 06/11/2024

  Complaint ID ******** 
  Reservation ID: *********** 
  
  This is in response to ***************************. 
  
  Thank you for bringing this to my attention. I have processed a full refund for the prepayment of $113.07 please allow 3-7 business days for funds to post. 
  
  I appreciate you allowing me to address this matter. 

• Initial Complaint

  Date:04/22/2024

  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.

  Transaction March 6, 2024 for $74.04. Credit card was charged, w/o incident March 7, 2024 I went to pick up the car @ ****************************************************** They committed to provide a Tesla Model 3 Standard Range x 1 day rental I downloaded the app, provided the app with my drivers license and all necessary documents so that I would be able to skip the line and just pick up the car key and be on my way with no front desk contact in order to expedite my vacation plans with my children. I arrived at the facility around 3:30pm. My expedited service did not appear available. I waited in line. The man at the counter said he needed my credit card. He said it was expired, which I thought was weird, since it was already paid for, then he asked for a Drivers License, which I explained was already uploaded on their system. He said he needed to see it. I complied. He then said they could not rent to me because I was black listed. He couldnt explain what that meant. He provided me with a phone number to the rental suspensions department, ************. I spoke with ******. She said they can not rent to me because I used fraudulent identification to obtain a vehicle and I used said vehicle while committing a felony. She said she could not provide me with any other information, like where/when this happened, or a police report. I have sent multiple emails, made dozens of phone calls and even took to X ********** I have had interactions with ************** ********. *******. ******. *****. ******. No resolution. I called yesterday, explained the situation in its entirety, taking 43 minutes and the associate hung up after she said there was nothing she could do. I need these documents they have that blacklisted me. I do NOT care if I never use their service again. I am a US diplomat, these allegations could ruin my career. Someone may have stolen my identity. My reservation number was ***********

  Business Response

  Date: 05/03/2024

  
  BBB Complaint: ********
  RA: ***********

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

  Thank you for contacting us regarding this matter. We have determined after further investigation that fraudulent information was used while setting up this loyalty account. As I do see that you have been in contact with our customer service department,they have advised you of this as well. Unfortunately,the nature of your suspension is permanent, and we are unable to lift the suspension nor or in the future.

  Customer Answer

  Date: 05/06/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  I personally set up the loyalty account while in the airport waiting for my flight. I was told by ****** that I committed crimes and used a vehicle to commit a felony. Where would this information have come from? Is it a possibility that a typo during the account set up triggered your error in this fraudulent case? 
  Sincerely,
  
  *****************************

  Business Response

  Date: 05/14/2024

  Complaint ID: ********
  ********************** Res#: ************************** correspondence is being sent in response to *****************************.

  We apologize for any inconvenience caused; however, this information was provided by the financial institution over the charge card utilized on your profile was not listed to your name. Therefore, the suspension is permanent and based on this information. 

  Customer Answer

  Date: 05/21/2024

  
  Complaint: ********
  
  I am rejecting this response because: everything was paid in my name, my credit card and bank information is my name used to rent car.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 05/29/2024

  BBB Case ********
  Res No: ***********
  
  This is a response to *****************************
  
  As previously advised, this was alerted to us by your financial institution. Please be advised that you will need to contact your bank to ensure that your information is correct. Based on the information available, your Suspended Rental Privileges status will remain.
  
  Thank you for contacting us.

  Customer Answer

  Date: 05/30/2024

  
  Complaint: ********
  
  I am rejecting this response because: that is a complete lie. My bank had nothing to do with this. As you can see by the attachments on the previous email, my bank accepted the payment to you. You also accepted the payment from the bank. When I got to the Hertz place in *******, they said my credit card expired, which is a lie, my funds had already been transferred and accepted by your company. Then you said it had something to do with my drivers license. I am a US Diplomat,  I need the documentation of your fraud claim. 
  
  Sincerely,
  
  *****************************