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

7,191 total complaints in the last 3 years.
2,105 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:04/11/2024
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.
Hello! I wanted to reach out and discuss with someone my horrible service with my last rental and needed to get this settled ASAP. My rental agreement number was *********! So I picked up from MCO originally scheduled back the next day. I ended up calling the next morning when I found out change of plans and let them know that I was going to return in 6 days in ******, *****. The representative over the phone told me that the total would be $292 and I would be fine bc they have already authorized $273 to my card and they will take out the difference. She said that she had made the change, I figured she did because nobody called me telling me my rental was over due or anything. When I return to DAL, MY BALANCE IS $1000!!!!! This is crazy! I know I didnt return the gas full but there is no way it equals up to $1000!!!!!! I NEED THIS FIXED NOW I AM HIGHLY UPSET ON HOW SHE LIED OVER THE ***** or didnt make the proper adjustments. But $1000 is crazy for any rental car I would have just went with another company. I want to keep renting with you guys because you are so stellar with my USAA perks, presidents circle and amazing car selection but this is unacceptable and must be fixed. Also the ****C in this vehicle was laggy I would have to unplug every 30 minutes or so and that was aggravating. Weird because the car was a 2024.
Business Response
Date: 04/16/2024
BBB Case 21560473
RR No: 112166633

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

Unfortunately we do not have any record of an extension. As this rental was not extended and kept past the return date, the charges are correct and no adjustments are warranted. While I regret this is not the desired outcome, I hope you will understand our position in this matter as we consider it to be fully addressed.

Thank you for contacting us.
Initial Complaint
Date:04/10/2024
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 was involved in a car accident with a hertz rental car and driver. It was that driver's fault, my car is totaled. Hertz has been uncooperative in handling the claim, it has been weeks without them being able to get an adjuster out to see my car that is in my driveway. It is a total loss. Hertz should be barred from doing business in **********.
Business Response
Date: 04/17/2024
Complaint ID: ********

I have forwarded your information to our Claims team and asked that they reach out to you directly to assist.
Initial Complaint
Date:04/10/2024
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 rented a car from ***************************************** on March 14, 2024 - March 17. (Rental #*********)Upon renting there was a scratch/dent/piece missing of windshield. I took photography of the item in the parking lot before starting my trip.I also called in the damage to Hertz's incident center and had it notated on my case file.Upon returning the car I also reminded the ***************************************** staff what happened and they verified that in my file it said that there was pre-existing condition and I was good to go.3 weeks later I get a call from ************** saying "they forgot to wash the car for 18 days" and noticed windshield damage - - did I know anything about it?Really? It was ALL over the system from me reporting it - they couldn't figure out what happened. Now they are sending me emails to my insurance asking for me to pay and acknowledge it was pre-existing and are making me jump through hoops to prove to them I didn't do it - even though I reported it at the get go.I want a refund of what I paid due to this unprofessional and incessant badgering by Hertz and for them to look at their own notes and stop contacting me for damage that was already there.
Business Response
Date: 04/16/2024
BBB Complaint#********
RR: 101995972

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

The damage claim was closed out as pre-existing damage and there is no amount due to be paid by the customer. I apologize for any inconvenience that *** have occurred during the investigation of this matter. Thank you for contacting us.
Initial Complaint
Date:04/10/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Rental Agreement # ********* I rented a car from 4/6/24 until 4/8/24. I actually returned the car a day early on 4/7/24. The employee told me to leave the car with the keys inside it under the awning. I would receive an emailed receipt. All I am receiving now are $100.00 charges per day. The rental record has not been closed YET. I called five times yesterday. I finally got a person on the phone who said that she would get the rental closed and refund my money. I was charged AGAIN today. This is insanity. I literally drove the car five miles and back, and now, I can't get my money back on my card.
Business Response
Date: 04/16/2024
Complaint ID: ********
RR#: 113976914

Please accept my sincere apology for the delay with your rental being closed. I have confirmed the rental is closed and any additional authorizations were released. Attached is the rental receipt.
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:04/10/2024
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
After moving into my new home, I was shocked to receive three letters from Hertz regarding an issue that I believed had been resolved.The incident in question dates back to my rental on October 3, 2023, where I was provided with a wrecked EV due to issues on Hertz's end. Following this, the Hertz team adjusted the bill (RA# *********), acknowledging their mistake. However, the recent letters I received state that I now owe a balance on an account I believed was settled and have had my rental privileges suspended.Upon contacting Hertz to discuss the matter and review the bill, I was met with uncooperative and disrespectful behavior from a customer service representative. Despite my request to speak with a supervisor, I was denied this opportunity until I began documenting the employee's name and ID for refusal to escalate my call. The subsequent supervisor, or individual claiming to be one, displayed a dismissive attitude and stated that the issue had escalated to collections with no possible resolution.This treatment is unacceptable, and I am deeply disappointed by the lack of professionalism and customer care demonstrated in this situation. I expect a prompt resolution to this matter and a reevaluation of the outstanding balance on my account. Furthermore, I urge Hertz to address the behavior of its staff to ensure that such incidents do not occur in the future.After being a longterm Hertz renter - this has for sure left a HORRID impression.
Business Response
Date: 04/16/2024
BBB Complaint: 21558042

RR# 584819292

This is in response to ******************************* complaint. I understand the first rental out of ********************* was a lower rate the exchange at the airport was on a new reservation at a higher rate. After the vehicle was returned the correction was made to match the original ********* rate and the late return fee and overdue fees were returned to you. The remaining balance is $197.66 which has been sent to collections and will need to be paid to collections at ************ collection agency ************, and Creed. I apologize for any misunderstanding on the amount due.
Thank you for contacting us.
Initial Complaint
Date:04/10/2024
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 husband and I encountered issues renting a vehicle through Hertz at the ***********************. Initially unable to rent directly due to website problems, I booked via Priceline after confirming with Hertz by phone that both of us could drive the rental. However, upon pickup on 03-23-24, we faced rudeness and were informed that I couldn't drive without paying a daily additional fee, I advised him what I was told; he didn't care and said that information is incorrect. I even said we are ********* members and he said the additional driver doesn't apply to other rental facilities. I was very upset and left without being able to drive. The next day I said to my husband, if I cant drive then what's the point of being here. I was so upset I called Hertz to discuss this issue, again I was told No. I googled Hertz corporate office phone number and there was a sentence to call us before filing a BBB complaint. I called and this is where the representative said she would remove the charges, but I had to go to a Hertz location and add myself to the rental agreement. Despite being assured by a representative that this charge would be removed in its entirety, and not to worry my file was noted. When my trip was over they would remove the additional driver charge, no problem. None of that happened. I have encountered nothing but inconsistencies in my attempts to rectify this issue.Each time I have contacted Hertz customer service, I have received different answers regarding the removal of this charge. I was informed that the charge would be removed, yet nothing was removed, when I called again, I was told they would not remove the charge, when I asked for the call to be escalated to the supervisor I was advised only the base fee would be refunded, not the associated tax. This outcome was perplexing; if the charge for the additional driver is being removed, it stands to reason that the tax on this now non-existent charge should also be eliminated.Moreover, despite assurances that my concerns and the agreed-upon resolution would be noted on my file, subsequent interactions have revealed that no such notes were made, or at least none that have been acknowledged by other representatives. This lack of internal communication has led to significant frustration on my end.I have made multiple attempts to resolve this matter directly with Hertz, to no avail. I request a full refund of the $95.34 charge, as originally promised by the Hertz representative. This experience has greatly diminished my trust and confidence in Hertz Car Rental.
Business Response
Date: 04/17/2024
Re: BBB Complaint 21557605

Dear Castillos,
Thank you for reaching out to us regarding this matter. I see that a refund for $86.67 has previously been processed via our customer care on 4/9/24. Please reach out if there is anything we can help you with.
Thank you!
Customer Answer
Date: 04/19/2024

Complaint: 21557605

I am rejecting this response because: The original charge that I am requesting to be refunded is $95.34, only $86.67 was refunded. This was part of my complaint, I was told I do not get the associated tax refunded. You can not charge tax to a 0 balance. Please credit the $8.67 to the same credit card.
Sincerely,

*************************
Business Response
Date: 04/24/2024
BBB Complaint: 21557605
Rental Agreement Number 100970004
This is in response to *************************.
I regret the confusion regarding the charges billed on this rental. According to our records the Additional authorization operators fee was not billed on this rental.Therefore I am unable to refund a charge that was not billed.
Thank you for allowing me to address your concerns.
Customer Answer
Date: 04/25/2024

Complaint: 21557605

I am rejecting this response because: The invoice you sent was not the rental agreement this complaint is filed on. Please review the attached invoice. As you see the charge is $95.34 for the authorized driver charge.

Sincerely,

*************************
Business Response
Date: 05/07/2024
BBB Complaint: 21557605
Rental Agreement Number 106962855

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

I appreciate you clarifying this matter. I have processed a refund for the additional amount due for the *** in the amount of $8.67, for a total refund amount of $95.34. I apologize for the inconvenience this matter has caused you.

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

Better Business Bureau:

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

Sincerely,

*************************
Initial Complaint
Date:04/10/2024
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.
Made an online reservation on 2/29/2024 with Hertz. Reservation # K78423063B6, pickup date 03/20/2024 at ******************. Was quoted $316.94 if I choose to prepaid so I prepaid the whole amount. Hertz asked me to check-in online before my trip so I downloaded their mobile app on 3/19/24 and followed their instruction to check-in. During which I got a text message from my credit card that Hertz had charged me $91.56! I was confused so I tried calling Hertz on 3/19/24 inquiring about this charge. The first rep told me that she couldn't see the charge. The second rep told me that it was just the hold and would be refunded after my rental is done. It wasn't a hold!So I decided to talk to someone in person when I picked up the car at the airport. At the airport, I showed the lady who checked me in all the emails from Hertz and she and her manager agreed that I should not had been charged the extra amount. The manager tried issuing me the refund of $91.56 but since it was a prepaid web transaction, they were not able to process a refund. They told me that I had to contact the billing department but they did record it in their system.After the trip I tried calling the billing department, every time there was a long hold. First time I got hung up on. Second time a very rude lady with a heavy accent insisted the charge incurred because I changed something to my reservation. I DID NOT change anything. All I did was to check-in online following their instruction! I asked for a supervisor, she said none was available. I asked for a call back, she took down my info & said a supervisor would call me within 24 hours, now more than a week later, no one called. I filled out their online request form & after their stated 3-5 business days response I got no response.I tried calling the so-called corporate # listed here it ended up connected me back to the regular customer service. Enough is enough! I want my refund of the $91.56 that was overcharged for no reason.
Business Response
Date: 04/30/2024
Complaint ID: ********
********************** RR#: 105434663
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 confusion caused regarding the increase in your prepayment. After reviewing your rental and the notes left from the management team in **********, it has been determined that a credit is due. Therefore, we have processed a refund of $91.56 to the charge card on file. Please allow up to 5-7 business days for the credited amount to show on your billing statement.
Customer Answer
Date: 05/07/2024

Complaint: 21557399

I am rejecting this response because: As of today 5/7/2024, I still have not received the refund on my credit card. In Hertz's response they claimed that they had processed the refund on 4/30/2024. But I waited 5 business days and there is no refund shown on my credit card. There isn't even a pending transaction for this refund. I do not believe that Hertz has issued the refund. Therefore, I will not accept this and remove my complaint until I actually receive the refund on my credit card.

Sincerely,

***************
Business Response
Date: 05/13/2024
Complaint ID: ********
RR#: 105434663

I apologize for the delay in receiving your refund. Due to a system error, the refund had to be resubmitted. Please allow 7 days from today 05/13/24 for the refund to post to your account.
Customer Answer
Date: 05/22/2024

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:04/10/2024
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.
On March 8th, I rented a *** **** at the ***********, **********, Rental Record *********. It was agreed at that time that I could return this car with an empty tank, because my reservation was for an electric vehicle, and none were available. I returned this car at the originally agreed time on Mar 15, 2024. The estimated charge for this vehicle was $240.36. Several hours later, on March 15th, I rented another car, a ***** Civic, Rental Record *********, at ***********, for a one-way trip from *********** to ***************************. The estimated total charge for the Civic was $103.66. During that second rental, a Hertz employee called me and notified me the key for the first vehicle had not been returned. At that time, I realized that I still had the key. The Hertz employee on the phone instructed me to return the key with the second key, and to leave both keys in the second vehicle. This employee never said I needed to mail the key or take it inside the terminal to a Hertz service desk. I returned the second car to *************, with a full tank, one hour late on March 16th. [Despite filling out a form online indicating the return would be late, I was charged for one additional hour, plus fees] and put the first key for the *** with the key for the Civic, in the Civic, as I had been instructed by the Hertz employee over the phone. Hertz then claimed that they could not locate the key for the *** and could not rent out the car until we paid for a new key, as if they didnt have another key for the vehicle. But, adding insult to injury they charged us for one additional WEEK and three DAYS before charging us for the replacement key. I spent maybe two and one-half hours on the phone trying to reach someone at Hertz to discuss this matter but kept getting put on hold or transferred or told to call the local offices. Ultimately, no one could resolve this matter. We were charged $910.83 for RR ********* and $163.01 for RR *******.
Business Response
Date: 05/02/2024
Complaint ID: ********
RR#: 989127322 & 102612613

In regards to rental record 989127322 the manager advised you were contacted after you returned the vehicle to *********** once the staff realized there was no key in the vehicle you returned. They advised you were given specific instructions to either mail the key back to ******************* location or to give the key to the manager at the ************* where you were returning your new rental. You were also advised you would be responsible for the key cost and for the rental charges until the key was received. You noted when you returned the rental to ***** you left the key in the vehicle, which is not what you were advised to do. Therefore, you were correctly charged and no refund is warranted.
In regards to rental record 102612613 the rental began on 03/15/24 at 3:42 PM. The rentals are based on a 24 hour clock. You returned the vehicle on 03/16/24 at 4:14 PM, this resulted in you being charged for 1 day plus an extra hour. Based on this information you were correctly charged.
Customer Answer
Date: 05/05/2024

Complaint: 21557348

I am rejecting this response because:
Despite what Hertz is claiming, that was not what I was told to do with the key. The agent who I spoke to specifically told me to leave BOTH keys in the car. Was the conversation recorded to verify our story? So, is Hertz still claiming that they never found the key? How can that be if they found the key for the second car? Regardless, if Hertz was going to charge us for the key no matter what, then we shouldn't be charged for all of those extra days. We would agree to settle the matter if Hertz refunded us for those extra days and we'll pay for the "lost" key.
Regarding returning the second car late, I called the number on the Hertz rental paperwork for extending the lease and extended it for one hour, which was to be for NO additional charge. I returned the car within that new time period. We do not agree to pay for that extra hour.

Sincerely,

*****************************
Business Response
Date: 05/09/2024
BBB Complaint: 21557348
RR: 989127322 & *********
This is in response to *****************************. Thank you for contacting us regarding this matter.
I apologize for any misunderstandings of the charges owed. Upon further review of this matter, we do stand by our decision that these charges are valid. We have been in contact with the proper management who has relayed to us you were informed of these charges, and you were also advised you would be responsible for the key cost and for the rental charges until the key was received. It was noted when you returned the rental to ***** you left the key in the vehicle, instead of mailing or returning it to the manager as advised. Thus, we do consider these charges correct.
In reference to the extra hour charges for rental #********* these have been reviewed and deemed correct based on our terms and conditions. I do apologize as I know this is not the desired outcome, however we do stand by this decision.
Customer Answer
Date: 05/20/2024

Complaint: 21557348

I am rejecting this response because:
Here is our response of 5/5, which has not changed:

"Despite what Hertz is claiming, that was not what I was told to do with the key. The agent who I spoke to specifically told me to leave BOTH keys in the car. Was the conversation recorded to verify our story? So, is Hertz still claiming that they never found the key? How can that be if they found the key for the second car? Regardless, if Hertz was going to charge us for the key no matter what, then we shouldn't be charged for all of those extra days. We would agree to settle the matter if Hertz refunded us for those extra days and we'll pay for the "lost" key.

Regarding returning the second car late, I called the number on the Hertz rental paperwork for extending the lease and extended it for one hour, which was to be for NO additional charge. I returned the car within that new time period. We do not agree to pay for that extra hour."

Also, I note that they have not addressed the issue of the late charge for rental #*********.

Sincerely,

*****************************
Business Response
Date: 05/23/2024
BBB COMPLAINT #:21557348
RENTAL RECORD #: 989127322
This is in response to *********************************

Thank you for reaching out regarding this issue. I have refunded $261.5 for the extra week and 3 days. Please allow for 7-10 business days to be returned to your card. However, the key fee would stand as the location was contacted and confirmed they informed you to return the key to the location counter or via mail as soon as possible. Since it was not then returned, the charge was applied and would stay as a charge on the contract. I apologize for any inconveneince, but hope we have assisted in what we are able to!

Thanks for contacting!
Customer Answer
Date: 05/27/2024

Complaint: 21557348

I am rejecting this response because:
Hertz only responded to one part of the complaint, regarding the charge for the "lost" key. (I will reluctantly accept that partial refund, even though I followed the instructions of the Hertz agent and left the key in the car, along with the other car key. I find it hard to believe that the one key was "found," while the other key was "lost.") What happened to the recording of the conversation?
They did not respond to the second complaint, regarding the charge for the extra hour on the second rental car (#*********). Again, I am asking that the charge for the extra hour ($59.35) be refunded, because I called Hertz and notified them that the return would be one hour late and they assured me that there would be no additional charge.
Sincerely,

*****************************
Initial Complaint
Date:04/10/2024
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.
Rental record number ********* I have a receipt of $683.63. Since I rented the car in ******, my credit card was charged $683.63 Canadian Dollars, which was $503.85. I dispute PARTIALLY via my credit card company for the *** charges because I wasn't advised the charge, and my credit card company refunded me partially the charge. I'm now getting collection agency requirement for full $683.03 in US dollars now, which is absurd. - Please have someone contact me. - Immediately stop the collection. - If there is a currency error, send me a corrected bill for the difference, not the full amount.
Business Response
Date: 04/16/2024
BBB Complaint # 21557009
Rental Record # 924906975
This is in response to ***************.
You will need to speak with your financial institution directly as the amount was partially disputed. The *** coverage was signed for on the rental agreement. Upon reviewing your rental contract, I confirmed that charge was listed and signed for at the time of rent. Therefore, the charges are valid. I do understand this is not the outcome for which you had hoped. However, based on our thorough review of this matter,no adjustment is warranted. Attached is a copy of the signed rental agreement.
Thank you for contacting us.
Customer Answer
Date: 04/17/2024

Complaint: 21557009

I am rejecting this response because:
While the contract is valid, the amount I currently own is incorrect. I do not owe the full amount.
Sincerely,

***************
Business Response
Date: 04/26/2024
BBB Case 21557009
Rental Agreement Number 924906975

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

I regret the inconvenience this matter has caused you. After review of our records I am showing the full charge billed $683.63, was disputed by your bank. According to our records the collections amount of $683.63 is valid.

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

Complaint: 21557009

I am rejecting this response because:
The initial charge was $683 Canadian dollars, as shown on my bank statement, not $683 US dollars. Even my bank dispute the full amount, it should be the original charge of $683 Canadian dollars, not US dollars.

Sincerely,

***************
Business Response
Date: 05/03/2024
BBB Case 21557009
Rental Agreement Number 924906975

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

I regret the inconvenience this matter has caused you. After review of our records I am showing the full charge billed $683.63,was disputed by your bank. According to our records the collections amount of $683.63 is valid, as our system automatically refunds in the way the payment was received.

Thank you for contacting us.
Customer Answer
Date: 05/03/2024

Complaint: 21557009

I am rejecting this response because:
Please review the original attachment.
there was no charge of $683 USD, but a charge of $683 CAD.
the new charge is invalid
Sincerely,

***************
Business Response
Date: 05/30/2024
Complaint ID: ********
********************** RR#: 924906975
This correspondence is being sent in response to ***************.
We apologize for any confusion caused; however, as previously advised the amount of ****** CAD is an outstanding balance. Our records show this amount was billed to your card on 08/27/23. However, a chargeback was received for the full amount on 10/13/23. The amount remains unpaid. If you feel this is in error, please provide your full bank statements from August 2023 - December 2023 for our review.
Customer Answer
Date: 05/31/2024

Complaint: 21557009

I am rejecting this response because:
Attaching the bank statements.
There was only a partial refund in September issued by my credit card company. There was never a full charge back.

Sincerely,

***************
Business Response
Date: 06/06/2024
Complaint ID: ********
********************** RR#: 924906975
This correspondence is being sent in response to ***************.
I appreciate you providing me with you billing statements. After further review. I have adjusted the balance due to $284.74. In accordance with the payment we received of $503.00 for the invoice total of $683.63.

Please follow up with the collections agency listed on the collection letter you received to cover the remaining balance.

Thank you for allowing me to address your concerns.
Customer Answer
Date: 06/06/2024

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:04/10/2024
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.
********* In the car rental Id. Pick up 4/7/24 *** to 4/8/24 drop off to MCO. I am disputing a damage email I received. My card was only charged the rental amount and they released my deposit. I then receive an email saying right side damage, with a file a report link. Nothing more. I absolutely did not damage the car as it was already a mess. I have passengers that can attest to this as well. The car was rented from ************* and returned to ***. The car probably should have not been rented and flagged b/c upon driving the tires thumped the whole way. The car wreaked like smoke, so I drove with ac and windows down because I am allergic. There was damage to the car prior to my renting and I am being frauded. Innocent victim here and when in fact the ************* should not have rented this car out. When I get to MCO the girl was rude and taking pictures of everything supposedly because it came from another airport. I tried to wait for a receipt but rudely she told me to Go goodbye, she will email a receipt. Her name was ********. I got the email receipt for the charge and I am not disputing that. They released my deposit that same night. I replied back to the email claiming I did not do this. No response back yet. Did the survey as well. No response back from that yet. Im sick from the smoke smell, Im stressed as heck and lucky it wasnt raining or I may not have made it all with those bald tires. I bet Hertz in ***** has a history report for this (although do they really check?) In googling, many stories of them just nailing innocent renters. This seems like common practice for Hertz. I am not going to be a victim. Thank you so much and please let me know if you will need the receipts and/or attestations from my passengers. I rent often with Hertz ******************** and this has never happened to me before so Im terribly upset. I hope to be able to resolve this immediately. Thank you again.
Business Response
Date: 04/28/2024
BBB Complaint# ********
Rental Record# 114419292
This is in response to ***********************.
After further research, the location advised that the customer will not be billed for any damages.
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.

Sincerely,

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

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