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

7,216 total complaints in the last 3 years.
2,155 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:04/19/2024
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 rented a car from Hertz rental facility at ****************** in ******* from 02/16/2024 to 02/21/2024. Subsequent to my rental period, Hertz sent a correspondence to me dated March 05, 2024 (see UPLOAD 1), received March 11, claiming that I was being charged $129.50 for 12.5 gallons of gas needed to refuel the vehicle.Since I had purchased gas on the way to the airport, I attempted to contact Hertz and could only communicate online since no human answered their service center. I was advised that if i sent a receipt for the gas purchase (see UPLOAD 2), adjustment would be made to the gas charge. I sent that information to Hertz's ********************************* per instructions on March 11. (see UPLOAD 4). As of this date, I have not heard back from Hertz regarding a refund. Additionally, Hertz's Rental Record #********* (See UPLOAD 3) clearly indicates that the gas tank on my rental was 96% full when returned. There has been an obvious error on Hertz's part and a refund to me is in order.
Business Response
Date: 04/24/2024
Complaint ID: ********
RR#: 967682645

Please accept my sincere apology for the billing dispute related to the fuel charge. Based on your documents I have issued a refund of $129.50 to your credit card. Please allow up to 10 days for the refund to post to your account.
Customer Answer
Date: 04/25/2024

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:04/19/2024
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.
RR# ********* > Pickup date of 4/15 - drop off date of 4/19 >Nisan Rogue or similar vehicle. Charge > Ripping off an 85% deaf 80 year old man I used Priceline to order a midsized rental car for my 80 y/o father so we could take his vehicle to the dealership for scheduled repairs and have a vehicle smaller than his own when my daughter and family arrived from out of town. My father's car has 3rd row seating and since he is 80 years old, the thought of driving with the whole family (3 young children) was too much for him. Our thought was that renting a smaller car would enable him to follow the car with the kids to wherever we went while they were visiting. My father is 85%+ deaf. I dropped him off to pick up the rental car (pre-paid online) and he was told that they didn't have the vehicle that we rented in stock. They proceeded to rent him a HUGE vehicle (defeating the entire purpose of the rental) and charged him an extra $146.48 (which is almost double the cost of the pre-paid rental car). My father had NO IDEA that he was being charged extra for the vehicle. The days with the family were a complete nightmare because only my father could drive the vehicle (with the screaming little ones). When I was cleaning the rental I found the receipt and immediately contacted Priceline. They said to talk to Hertz when we returned the car. I did. They were rude and told me that "maybe he shouldn't be rental cars". Well Hertz... Maybe YOU shouldn't rip off elderly disabled customers.
Business Response
Date: 05/10/2024
BBB Complaint #********
RR# *********
This is in response to *********************
Hertz thoroughly reviews all customer inquiries; at this time, we have verified all charges are correct. Attached to this correspondence is a copy of the signed rental acknowledging and confirming the upgraded vehicle.
While we are sympathetic to the situation, there is no documentation supporting a refund. At this time, we respectfully decline your request for refund.
Customer Answer
Date: 05/16/2024

Complaint: 21600423

I am rejecting this response because: The Hertz representative KNEW that he was speaking to an elderly man with a hearing disability, ***** told him that he was hard of hearing and specifically asked the rep what the charge was for. The rep stated that he was getting a refund of $170.07 and only paying $164.48 due to their NOT having the vehicle which was contracted for.

The receipt states: Voucher $-170.07 and the new Total Estimated Charge of $146.48. At best the receipt is incredibly misleading and the agent out right lied because he knew that he could get away with it. I reject Hertz's response and will take ALL measures possible to rectify this situation.

Sincerely,

***** & ***********************
Business Response
Date: 05/23/2024
BBB Case 21585465
RR No: 118980525

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

With respect, the signed rental contract is a legally binding document. Regrettably, we are unable to confirm a verbal conversation at the counter. By signing the rental record, you are agreeing the terms,conditions and rates billed for the rental. It is the customers responsibility to review the terms of this documentation before departing the rental facility in order to ensure the terms of the contract are correct. In accordance with the Signed Rental Agreement the charges are valid, and no adjustment is warranted.

Thank you for contacting us.
Customer Answer
Date: 05/28/2024

Complaint: 21600423

I am rejecting this response because: All companies ARE responsible for the conduct and misrepresentations made by their employees in the course of their business. There are and were cameras at this location. The claims that we have made are easily verifiable IF they intended to do so. It IS our intention to fight the good fight in any and all ways legally available. This WLL NOT end here... It is a simple matter of principal.

Sincerely,

***** & ***********************
Initial Complaint
Date:04/19/2024
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.
There was a broken into my rental this Feb after I rent the car from Dollar rental. I was pre charged 350 for the damage when I checked out on Mar 2. My credit card company paid the full damage, and I tried to get the pre-charged *********************************************** a loop, and never be able to reach anywhere. I hope this complain can finally reach someone who would be able to solve the problem.
Business Response
Date: 04/26/2024
Complaint ID: ********
RR#: M15005745

Please accept my sincere apology for any misunderstanding regarding the damage charge on your rental agreement. Our ***************** has confirmed the claim was paid in full. Therefore, I have issued a refund for the amount of $350.00 that was charged on your rental agreement. Please allow up to 7 business days for the refund to post to your account.
Initial Complaint
Date:04/19/2024
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.
Business practices with Hertz has been expensively frustrating using the Hertz-Uber program. Unreliable vehicle, less reliable assistance both locally and customer service call line. Issues include double charging over=drawing my bank account, equipment breakdowns, unreliable emergency assistance, no local assistance after hours or weekends, poor communication with Hertz overall. This created unsafe conditions for myself, my passengers and the reputation of Uber. I have attached the formal letter of complaint as well as receipts for issues and rental.
Business Response
Date: 04/30/2024
Complaint ID ********
********************** Agreement Number 917725760

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

I regret the inconvenience this matter has caused you. Thank you for your patience while we investigate this matter. When a customer contacts ********************** *************************** priority must be given to those situations involving mechanical malfunctions. We encourage our customers if they encounter any difficulties, or is unhappy with the vehicle for any reason, while on rental, we ask that they contact the Hertz ************************** team to arrange for repair or exchange of the vehicle.

Could you please provide us with the customer service phone numbers you called, the dates you called in and the number you called from so we may further review these calls. Also provide us with billing statements showing additional charges billed, as our vehicle control team, and other corporate offices are stationed in ******** these charges may have been billed according to your rental contract.

We are looking forward to addressing your concerns.
Initial Complaint
Date:04/19/2024
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 rented a car to drive from Park City, UT to Telluride, CO online but did not hit the right button to say that I was dropping it off at a different location. The record showed that I was picking up and dropping off at same location so called Hertz several times and finally got a gentleman who told me that I had to rent for 5 days to get a different drop-off. So I started calling to change my reservation. At one point the gentleman in Park City was out of office but answered on his cell phone and promised to call me back when he got to the office. He did not so I continued to call on this matter. We were on a skiing vacation so either I was calling or my friend was calling to change the reservation. NO ONE ever called us back! So we arrived to pick up the car and the gentleman there told us that he normally did not work behind the counter but processed us and gave us the car. We added a driver and told the gentleman several times during the pick up that we were dropping the car off at Telluride. Thinking that he changed the agreement to say this I did not double check my receipt until later on the way to Telluride. Upon reaching Telluride and in the process of dropping it off at the airport, Park City Hertz gentleman called and yelled at me that I had to return the car to Park City. I talked with the Telluride Hertz person who was very helpful but said that Park City needed to release the car. Park City said Telluride had to deal with it. So I continued to call Hertz phone numbers to get an answer. Park City Hertz is not open on the weekend so I did not receive anything until Monday. I received the updated rental agreement with not only 5 additional days rental but also a $500 additional fee. But did not get a phone call to discuss it with me even though I left messages. You can see from the phone sheets that we tried calling Hertz many, many times. After returning home, I received a survey which I filled out. See attached email.
Business Response
Date: 04/29/2024
BBB Case # ********
RR# or
Res#: 1********

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

In review of our records and the
calls made to our reservations, you had asked for help to change the drop
location. You were advised by the representative the renting location was not
allowing one-way drops and the reservation was not able to be changed. The representative
tried to find another location for you to return to, but the renting location
still needed their vehicle returned to their location. A refund is not
warranted; however, as a one-time goodwill gesture we have issued a refund for
a portion of the drop fee in the amount of $443.98 to your Visa card. Please
allow 5-7 business days to post to your account.

Thank you for contacting us.
Customer Answer
Date: 04/29/2024

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 as long as I see the refund on my Visa card.

Sincerely,

***** ************
Initial Complaint
Date:04/19/2024
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.
Rented a midsize SUV from Hertz via Hotwire.com at the *********** on 4-11-2024 for $88.87. While at the counter, I was asked the standard questions about insurance, gas, etc. I was never asked if I wanted to upgrade my selected vehicle. When I received the emailed bill, I noticed that I had been charged for an upgraded SUV that I never asked for and was never informed I was getting. When checking out of the rental center, I also noticed that the gas gauge was showing less than a full tank. When I asked the lady about this, she told me not to worry about it and to just bring it back with the same amount. They have to know that this would be next to impossible because you would have to add gas, stop, check the gauge, and repeat multiple times to get it where it was. I also figured if I brought it back less than full they would attempt to charge me the $10.67 per gallon they charge to add gas to an under filled return.Once I received the email receipt and saw that I had been charged an additional $105.21 for an upgrade I did not request or consent to. I filed a complaint with Hertz *************** Case # *********. Today I received a reply back from them basically saying that it was my fault for not reading the rental agreement fully before signing it. They took no responsibly for upgrading me without my knowledge or consent.I am retired 67 year old living off a pretty meager pension and cannot afford these bait and switch tactics by an allegedly reputable company.I would like to be refunded for the cost of the upgrade, $105.21.
Business Response
Date: 04/25/2024
We have supplied a one time courtesy refund for the upgrade fee. Please allow 7-10 business days for the charge back to post to the billed card.
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:04/19/2024
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.
It's a shame my name is *********************** January 24, 2024 this company crashed my vehicle in the ********************** area, a Hertz rental vehicle crashed my vehicle when I was parked at a red light I have the police report and also I have a Hertz claim number and every week I call and they tell me the same thing that they have not assigned me an adjuster and my vehicle is still damaged. This is a vehicle used by Uber for more than two months without being able to work. I need them to take responsibility for the damages. caused. to my personal vehicle
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, in order to do a complete review please provide us with your claim number.
Customer Answer
Date: 04/26/2024
Yes, correct, they have assigned me two claim numbers and I still have not received answers, this is a number ******** and also this 1m01m013686023, my car is still damaged, this vehicle is my work tool to do uber and I have not been able to work as before, it is affecting me this situation seriously
Customer Answer
Date: 05/01/2024

Complaint: 21597672

I am rejecting this response because:

Yes, correct, they have assigned me two claim numbers and I still have not received answers, this is a number ******** and also this 1m01m013686023, my car is still damaged, this vehicle is my work tool to do uber and I have not been able to work as before, it is affecting me this situation seriously
Business Response
Date: 05/14/2024
Complaint ID: ********
This correspondence is being provided in response to a query made by ***********************. Thank you for allowing us the opportunity to review your concerns.
As your inquiry pertains to a damage claim, your concerns were forwarded to our Claims Team - ESIS for their assistance. They have provided a response and state that they offered to send out an appraiser to inspect your vehicle to start the process of repairs. However, you declined this and advised their team that you were taking the vehicle to get repairs. As this is not within the standard procedures, there may be out of pocket expenses incurred/not reimbursed. Our ESIS team has confirmed that you did not receive an estimate for the damages and that at the time of the accident, you confirmed the vehicle was drivable from the scene but that you heard a weird noise believed to be coming from the wheel. Per our records and information provided, the vehicle was not checked out.
Our agents asked that in lieu of getting the vehicle repaired, that you get an estimate for the cost of repair so that our Claims team could get approval from the shop to work from. During the process for approval, you were offered temporary repairs to make the vehicle drivable while they worked to get an agreed price with the shop.
Unfortunately, our ESIS and Claims Teams have both reviewed their phone records and do not have record of you reaching out to their offices previously. However, they have confirmed at this time that they did speak with you directly and have offered assistance in resolving this matter.
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,

***********************
Customer Answer
Date: 05/15/2024

Complaint: 21597672

I am rejecting this response because:
Gentlemen, better business, I need you to help me by responding to this message to Hertz in response to the last message sent by them since I have not been able to do it through the application. I need your help. This response is for Mr. *********************** :

I've been calling you for days and left a message about you. ******************************** also sent him an email telling him that my car had already been repaired by a shop and that I have the invoice for the total cost, I paid it out of my pocket to be able to get my vehicle out today, Tuesday May 14th and they did not do no more charges or surcharges. She doesn't respond to my emails or calls. I will leave a photo here as proof of the email I sent you. Thank you so much. I will be careful.
Business Response
Date: 05/21/2024
BBB Case 21597672

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

As previously advised, you declined all assistance from our ESIS team and they have confirmed at this time that they did speak with you directly and have offered assistance in resolving this matter.

Thank you for contacting us.
Customer Answer
Date: 05/30/2024

Complaint: 21597672

I am rejecting this response because:
Yes, so far they are responding to my emails, now they told me that they are out of the office. It doesn't seem fair to me. I have already sent everything they have asked of me. I have been in this business for more than 5 months. situation, they have not cared at all about playing with my family's money and time. I had mentioned that I worked with my vehicle and I have two small children to support. I am the head of the household. I am still waiting for them to reimburse me for the money I spent taking the car to the workshop to repair it I couldn't keep waiting for you to fix them in 5 more months since I've been lost my family needs me this has brought too many economic problems to my home

Sincerely,

***********************
Business Response
Date: 06/03/2024
Complaint ID: ********

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

I sincerely regret the inconvenience this matter has caused you. I have reached out to our Damage Claims team and asked that they follow up with **** regarding this matter.

Thank you for contacting us.
Customer Answer
Date: 06/06/2024

Complaint: 21597672

Gentlemen, Better Business, I appreciate you helping me by giving this answer:

Gentlemen, Hertz, I have already sent everything to my damage adjuster, the damage estimate, I have also sent the invoice for everything I paid and I also sent everything related to the photos of the vehicle before repaired and after repaired I could not continue waiting I had to lend the money to repair my vehicle this has been going on for almost 6 months and this situation has brought too many economic problems to my family since I have had to stop working, the adjuster who is assisting me From ESIS her name is: ***************************
Claims Representative, ESIS
Hertz Claim office
ESIS CA License: *******
Business Response
Date: 06/12/2024
BBB Case 21597672

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

As previously advised, you declined all assistance from our ESIS team, and they have confirmed at this time that they did speak with you directly and have helped in resolving this matter.

We have a designated team in place to assist with our claims, unfortunately you will have to work with ESIS regarding this claim.

Thank you for contacting us
Business Response
Date: 06/24/2024
BBB Complaint: 21597672

This is in response to Johao

I appreciate the opportunity to review your concerns. After further review, I see that the **** team has been in direct communication with you in regard to your damage claim. Any resolution pertaining to vehicular damage will be handled through that department.

Best Regards.
Customer Answer
Date: 06/26/2024

Complaint: 21597672

I am rejecting this response because:
Gentlemen, better business, would you help me by answering this to the company, thank you: yes, correct, or to the company, Esis has been in communication with me but they keep asking me for absurd requirements so as not to be held responsible for the damages. They asked me for a quote and they asked me for an invoice from the workshop where they repaired my car. To have an estimate regarding the payment, I accepted the assumption that they would not pay me the full balance and I accepted it, if not an estimate that ESIS believes to be fair, but they continue to ask me for things that the workshop cannot give me or does not want to give me. the information about the workshop and the address and this lady has not taken the task of calling the workshop or investigating if she needs anything else, they have no intention of paying her, they are totally irresponsible, believe me, I will never recommend Hertz in any case in my life.

Sincerely,

***********************
Business Response
Date: 06/29/2024
BBB Complaint: 21597672

This is in response to Johao

I appreciate the opportunity to review your concerns. After further review, I see that the **** team has been in direct communication with you in regard to your damage claim. Any resolution pertaining to vehicular damage will be handled through that department.

Best Regards.
Initial Complaint
Date:04/18/2024
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.
On 3/17/2024 we reserved a large SUV from Hertz for $593.04 and on 3/18/2024 we received a confirmation email stating this. It was to be picked up at **************** on 3/23. According to my Discover statement, on 3/22/2024 we were billed an ADDITIONAL $730.20, This additional charge was placed without our consent on the day before we even left for FL When we went to pick up the vehicle we waited over 45 minutes for a large SUV and were told it would be several hours before one was available despite us having a reservation. They finally gave us a mini van (which could not accommodate the number of people in our party) and the employee told us that a mini van would be cheaper. When we received our Discover bill, we saw the additional charge. Having had difficulty speaking to a "live" person for help with this, we have sent two emails but have yet to receive a response. We have since spoken to "******" who explained that on 3/22 THEY changed our reservation and this was the new rate. After arguing with him for several minutes, we asked to speak to a supervisor. One was not available and he said someone would call us back. No one has done so. We have just called again, waited on hold several minutes and our call was disconnected before we even spoke to anyone.This appears to be a classic example of "bait and switch." Had we known that we were being charged more than double our initial amount, we never would have rented from Hertz and would have taken our chances at another company, of which there were many at the airport! Hertz Confirmation# K80015880D0
Business Response
Date: 04/24/2024
Complaint ID: ********
RR#: 106957561

Please accept my sincere apology for any misunderstanding regarding your charges. A review of our records indicates you were charged in error, therefore I have issued a refund of $730.20 to your credit card. Please allow up to 10 days for the refund to post to your account.
Customer Answer
Date: 04/24/2024

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:04/18/2024
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.
This is a bill I received after I returned the rental and the car was examined and returned. I paid $200 cleaning fee when I returned it because they said there was hair on the floor. Then 2 weeks later I received this bill saying I owe $200 more for an exterior car wash, when there was nothing on or wrong with the exterior of the vehicle. This rental was through an insurance claim from an accident. And they are not responding to the complaint about billing me again for no justifiable reason.
Business Response
Date: 04/24/2024
BBB Case 21594653
RR No: H31267681

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

I apologize for the confusion regarding your billing.Upon my review I found that you were not billed twice but rather when charged for the rental no payment was made resulting in a balance due of $244.46.

Thank you for contacting us.
Customer Answer
Date: 04/25/2024

Complaint: 21594653

I am rejecting this response because: Hertz response is not correct because I did pay $200 when I returned the vehicle and they are trying to charge me an additional $200 for exterior wash which is absolutely ludicrous considering the car had absolutely nothing wrong with it and this charge is not standard practice. This is shady billing practice that needs attention brought to it and be resolved. Thank you

Sincerely,

*******************************
Business Response
Date: 04/29/2024
BBB Case 21594653
RR No: H31267681

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

In the interest of customer service I have removed the $200 cleaning fee, there is still a balance due of $44.46, that will be sent to collections if not paid please contact our billing department at ************ for assistance with making a payment.

Thank you for allowing us to address your concerns.
Initial Complaint
Date:04/18/2024
Type:Billing 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 rented a car from Hertz in ********** and was charged a fee to have my father be an additional driver. It is my understanding, under California law, that I should not have been charged to have my parent be an additional driver. The agents and the manager at the airport location that I returned the car to all agreed that I should not have been charged to have my father be an additional driver. Since I picked up the car from a different Hertz location, they were unable to waive the fee themselves and told me to call the original location that I picked the car up from. After calling them, they told me to call Hertz customer service to have the *** fee waived, as they had no knowledge of the law. I then called the Hertz customer service phone number, which the agent stated that I am not the first person to complain about this kind of issue and that many other people have also been complaining. She was not able to process a refund, but then gave me an email and encouraged me to file a formal complaint. After filing a complaint to this email and waiting a week, I was given a very standard response that had nothing at all to do with my situation.Under section ******* of the California Civil Code, it states the following:(d) A rental company may charge a fee for an authorized driver, in addition to the rental charge for an individual renter, unless the authorized driver is either of the following:(1) The renters spouse, as described in paragraph (2) of subdivision (e) of Section *******, the renters child or person for whom the renter is a legal guardian, the renters sibling, or the renters parent or grandparent.The law can be found in the states civic code on Californias Legislative website: ************************************************************************************************** I am respectfully asking for the $67.50 that I was incorrectly charged by Hertz to have my father be an additional driver for the duration of my rental to be refunded.
Business Response
Date: 04/29/2024
Complaint ID: ********
RR#: 107818572

Please accept my sincere apology for the misunderstanding regarding the additional driver fee. I have issued a refund for the fee in the amount of $73.73. Please allow up to 7 business days for the refund to post to your account. Rest assured this matter will be addressed with the appropriate Hertz management for internal review and correction.
Customer Answer
Date: 04/29/2024

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,

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

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