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

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  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:04/08/2024

  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 October 18, I rented a car from Hertz through a third party website. When I picked it up, I was told that it was an electric vehicle. I wasnt aware of that, so I asked for another car. They told me it would be an upcharge, so I had to take the car. I was concerned because it was my first time driving an electric car. The car had only fifty miles on it. There were not a lot of charging ports in the city. The car never fully charged, so I kept calling asking for another car and to be compensated. I called customer service, and I was told to go and get another one from the airport. When I arrived, I was told that I couldnt get another on. I began looking for a charging port, and I was stuck on the side of the road. One was a few minutes away, so I was able to charge it enough for a few miles. I called customer service again asking for a refund. I was told I couldnt get one; until, I returned it. I charged it overnight, but I still didnt get enough miles to do what I had to do. The car stopped on me in the middle of busy traffic. I told roadside assistance. I reached out to them for a refund as I was told. They didnt respond to my request, so I contacted my credit card company. The dispute has been going on since October, and it was finally decided in their favor simply because they said that they provided me with a car. The car didnt work properly, and I told them several times. Im now stuck with paying for a car that barely worked when I had it. Hertzs customer service number is *********, the pics below show how many times I called trying to resolve the issue. It also shows how many times I completed a complaint form online, but I only received an acknowledgment email. Nobody ever followed up, so I went to my credit card company to resolve it. However, there was never a resolution on Hertzs end, and I was stuck with paying for a car that didnt work properly the whole time I had it.

  Business Response

  Date: 04/26/2024

  Complaint ID: ********

  RR#: 592304473

   

  I apologize for your dissatisfaction with your rental. A review of our records indicates you reserved an Electric Vehicle and received an Electric Vehicle. You were only charged for the time period you had the vehicle, therefore we are unable to refund the rental charges. As a gesture of goodwill we are happy to provide you a $100.00 rental certificate to use towards a future rental. Please provide your mailing address so that we may mail the rental certificate to you. 

  Customer Answer

  Date: 04/26/2024

   
  Complaint: 21548241
  
  I appreciate the offer, but I am rejecting this offer because:
  I would like payment to returned to the method of payment that I provided, which was my Discover. As a result of the fee being added back to my credit card, my account is now over the limit, and it has been reported to my credit bureau. This has also negatively impacted my relationship with the credit card company. 
  Also, I dont think that I would ever want to use Hertz again based on the timeframe in which it took for them to respond to me. It seems like they only responded because I contacted the BBB.

  I appreciate the offer, but again, I need it to be refunded to my Discover card. 

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

  Business Response

  Date: 04/30/2024

  Complaint ID: ********
  RR#: 592304473
  
  This is in response to *********************
  
  Our records show your charges were not honored by your financial institution after a dispute was initiated by you. Adverse charge dispute decisions do not mean the charges are not valid and in no way alleviates the renter of responsibility of costs that were incurred during the rental time frame. This rental was utilized and driven over 100 miles the charges billed are valid and our decision is unchanged.
  

  Thank you for contacting us.

  Customer Answer

  Date: 05/02/2024

   
  Complaint: 21548241
  
  I am rejecting this response because: I didnt drive the car over 100 miles. *** milage decreased because the radio and air were being used, and I was told that information after it stopped on me in the middle of the street. I explained this several times in emails to you all that you all acknowledged receiving, but you all didnt provide a resolution. I even called and told you a representative how the milage constantly decreased. 
  In addition, I contacted my financial institution because Hertz did not get back with me. It also important to note that you all got the money back in the end because you said that you simply gave me a car. Simply having the car when it didnt work properly the whole time I had it isnt good enough. This will not be the end if you all do not give me a refund. You all recently had to settle a lawsuit, and I will do everything in my power to let others know about your poor business practices. 

  Please tell the truth. It is really sad that you all have to be taken to court for you all to do the right thing. If you all dont do the right thing, I hope that this further lowers your rating with the BBB.

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

• Initial Complaint

  Date:04/08/2024

  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 originally booked a rental car with Hertz on March 17th. At that point, I paid $445.28 for an upgraded sports package. I did not add on any additional services because the credit card that I used covers liability coverage as well as roadside assistance if needed. When we got to the ***************, we checked in at the Hertz desk and explicitly told the worker that we were declining any additional add-ons because our credit card company covered the insurance. The man who was checking us in verbally verified back to us that we were declining coverage as well as the sun pass and had me sign digitally. We did not receive a copy of our contract at this time. We were handed a brochure with our parking space number on it and proceeded to the parking garage to find our vehicle. When we found our vehicle, it was dented, and filthy inside with stains and liquid on the inside of the doors. We proceeded to the customer service desk and asked if there was any way to get another car because ours was not worth the $445.28 that we were being charged. They declined and said that they do not change vehicles after it was given to us. We took the vehicle and drove a total of 318 miles. ***** returning our vehicle, the next day we were charged an additional $232.67 for liability coverage and roadside assistance, exactly what we said we were declining, and what our service representative verified we did NOT want. ***** calling customer service, they told me that there was nothing they could do and told me to file an online claim that would take over a week to get back to me. Rental Record Number: *********

  Business Response

  Date: 04/12/2024

  Complaint ID: ********

  RR#: 112906850

   

  Please accept my apology for any misunderstanding regarding your charges. As I am unable to substantiate a verbal conversation, we rely on your attached signed rental agreement to verify your acceptance and understanding of your charges. Because you sign and agree to Loss Damage Waiver (LDW) and Premium ************************** (PERS) and had the coverage for the full duration of your rental, we respectfully decline your request for a refund. 

  The condition of the vehicle you received is a concern to us, and I apologize for the inconvenience you experienced. I am very sorry you were denied a vehicle exchange when you brought this to the representative's attention. We always want to provide quality vehicles to our customers and we appreciate you letting us know of your experience. As a gesture of our concern I am mailing you a $50.00 rental certificate to use towards a future rental. Please allow up to 7 business days to receive the certificate in the postal mail. 

  Customer Answer

  Date: 04/23/2024

   
  Complaint: 21548232
  
  I am rejecting this response because: I was not given the chance to look over or given a copy of the rental agreement before or after meeting with the Hertz representative. The representative verbally repeated back to me that I was not accepting the liability or the roadside assistance, asked if that was correct and if that was correct to sign the provided pad. I did NOT agree to either of these additional services, and a $50 voucher which I will never use is absolutely unacceptable. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 04/25/2024

  Complaint ID: ********
  ********************** RR#: 112906850

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

  While we understand our previous response was not the desired outcome, we must advise that our decision and response remain unchanged. At the time of rental, the rental contract is printed and provided to the customer directly and/or emailed. As previously advised, the rental contract shows these items were accepted and signed for. We are unable to recreate a verbal conversation that takes place at the time of rent and must base our decision on the documentation available to us. We hope you will respect our position on this matter as we consider it having been fully addressed and this matter closed. Further requests to revisit this matter will not be considered.

• Initial Complaint

  Date:04/08/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I'm ***********************, wife to *****************************, renter. We had reservation at *********** for pickup at 1am on 4/6/24. Reservation #K7991310547.We checked in and we have a signed, bound contract for rental. Unorganized, not enough staff, absolute dumpster fire. Gold member with reservation. Waited in multiple lines for TWO HOURS and did not ever get the car we reserved. Did not get ANY car, in fact. They made more reservations than you had cars to fulfill. Was forced to take an Uber at 3am. They grossly overbooked and at least 50 people that we could see, did not get a car.I reached out to the link on their reply to my ****** review. ******** told me that they're not contractually obliged to honor my reservation and that they are unwilling to compensate us in any way. (However, we did check in and a contract was issued.) *********** or airlines overbook, they at least give you a free ticket or room to compensate. Not Hertz. They did nothing to even try to make this right. They stated that people didn't return cars on time, but there were at least FIFTY PEOPLE waiting for cars, and there were no cars. I seriously doubt FIFTY PEOPLE didn't return their cars on time. Far more likely that Hertz vastly overbooked.

  Business Response

  Date: 04/12/2024

  Complaint ID: ********

  Res #: K7991310547

   

  Please accept my sincere apology for your experience. A review of our records indicates our ************************** team sent you an email in response to your email to our Senior Leadership. As a gesture of apology 950 gold points to be used towards a future free day rental were applied to your husband's Hertz account. 

• Initial Complaint

  Date:04/08/2024

  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.

  We rented a car through Hertz car rental from 08/06/2023, pick up in ********* **, returned the car to Hertz car rental at ********************** (***) on August 10th. When returning the car at the airport there were no attendants anywhere in the lot. Many people were wandering around looking for someone to help, or check us back in. I went in to the counter and asked the woman if there was anyone in the lot checking people back in. I was told there was no one and that I should just leave the keys on the dash and it would be taken care of. Since then we have attempted numerous times to contact someone from Hertz. Calls often disconnect spontaneously after very long wait times. There is no option to speak with anyone at a local counter (can not talk to anyone at ***). E-mails have also gone unanswered. Hertz has continually sent us bills totaling a little over $2,000. We filed a dispute with our credit card company who found our dispute to be valid and were reversed the charges by hertz. Hertz claimed the care was returned on August 31st, 3 weeks after the actual return date of August 10th. We paid our rental agreement in full, $690.65. We have airline tickets showing that we boarded flights at ***. My husband and one son flew out a day earlier, on August 9th due to work commitments. I, ***********************************, not the original renter, but his spouse, returned the car to the airport on August 10th. We once again attempted to contact Hertz today, without success. Hertz has now turned us over to a collection agency.

  Business Response

  Date: 04/12/2024

  Complaint ID: ********

  RR#: 523657536

   

  I apologize for your experience and the billing error related to the return date. Based on the flight documents you provided to our **************** team I have advised our Collections team to close the collection claim of $2,034.73 and not to attempt to collect. Please allow up to 10 days for the collection claim to show as closed with the collection agency. Please be advised the balance was not reported to the credit bureau so it has no effect on your credit rating. 

  I have also submitted for your rental privileges to be reinstated, please allow up to 10 days for this to happen as well. 

  Again, I sincerely apologize for your experience and thank you for allowing me to assist. 

• Initial Complaint

  Date:04/08/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Pre-paid for car rental on 02/28/24 in the amount of $ ***** for pickup from LAX on 03/26/24.Which was not honored and again had to sign agreement on 03/26/24 which pickup for $ ******. Have been charged twice for one rental on 03/26/24.

  Business Response

  Date: 04/26/2024

  Complaint ID: ********

  RR#: 108735966

  Res#: K7820816290

   

  I apologize for any misunderstanding. I have issued a refund for the prepaid amount of $83.97 on reservation K7820816290.  I have also corrected the charge on your rental 108735966 to reflect the amount you were to pay on your prepaid reservation. I have processed a refund of $30.83 to your credit card. Please allow up to 7 days for the refunds to post to your credit card account.

   

  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. 
  

  Thanks, for helping the resolve the issue.

  
  Sincerely,
  
  Saivalendranath Kayal

• Initial Complaint

  Date:04/08/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am an Uber driver and have been doing a weekly rental thru the *************************************** since 12/7/2023 out of a Hertz Chandler, ** location at a cost of $389.00 per week My rental record# ********* .Since I took the car out on a Thursday, I was advised that each week my debit card would be charged that amount when I auto extended it each week on Thursdays per hertzs approval. In the last 8 weeks, Hertz has charged my debit card twice each week for $389.. once on a Monday and then again with my auto renewal on Thursdays..They will put the 2nd charge or reverse it a few days later so its back in my checking acct. this past week now they have it my debit card 3 times for $389!,,,,. Once again on Monday, then with my renewal on Thursday, and then yet again on Friday and its now Monday and only the 2nd charge was put back in my acct, not the 3rd. No one at hertz corporate ( who I was advised to call first before my complaint) can tell me why they are hitting my acct more than once each week.. that is unacceptable!,,,,. I have always had the funds to draw each week in my acct and never missed a weekly auto extend funds available I need help here! This is very frustrating and no one at hertz seems to be able to help me

  Business Response

  Date: 04/12/2024

  Complaint ID: ********

  RR#: 814297444

   

  I apologize for any misunderstanding regarding your billing. Please be advised the credit card is authorized $389.00 each week it is extended, the charge for each week is settled once you extend. You were correctly charged and the authorization is in line with the terms and conditions of the *** program. The authorizations were released from our system, if the authorizations are still being held on your account, you will need to contact your financial institution for assistance. 

  Customer Answer

  Date: 04/20/2024

   
  Complaint: 21547524
  
  I am rejecting this response because:

  My acct as previously said has been authorized by hertz MORE than just $389 weekly on Thursdays for the last few months. 
  

  your company is authorized to only hit my acct for $389 with the weekly rental on Thursdays, not the Mondays and Fridays that have ALSO been done. 
  
  As Uber drivers we dont make a lot of $ and cannot afford for your company to just go in and pre- auth and hit my checking balance when you feel like it 3 times a week which depletes my available funds until you release it. My bank has NOTHING to do with it, Hertz does and Im not the only driver that has happened to

   

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

  Business Response

  Date: 04/25/2024

  Complaint ID: ********
  RR#: 814297444
  
  
  This correspondence is being sent in response to a query made by *******************.
  
  I sincerely apologize for any confusion regarding authorization holds on your Uber contracts.  We would recommend with future Uber rentals when you have questions regarding the authorization holds to go speak directly to the location at that time as they can assist with any questions or concerns our Uber customers may have.
  
  Thank you for contacting us. 

• Initial Complaint

  Date:04/08/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Six days ago, I made a reservation with Hertz in ***********. I was given a 'pay now' weekly rate of $208.29 for the reservation - the total price was $505.47. About two hours later, I received a confirmation email for a weekly rate of about $247 and a total price of $590.05. This amount was immediately debited from my account. Since then, I have been trying to rectify the problem and have received nothing but poor service, random answers and stonewalling from Hertz. I have tried getting in touch through multiple channels; none of which have given me any tangible assistance:1. The website does not provide a direct written communication channel; you are funnelled into vague question categories - none of which matched the nature of my complaint. This site gives a completely unacceptable response time of 3-5 days.2. I have called several local and ***** phone numbers, all of which go to the same hotline. The staff, based overseas, are friendly but unable to do anything useful. I have been given a range of answers, and sometimes promised my original rate, but they refuse to give written confirmation of this.3. The ******** messenger staff provide a new level of inconsistency - they are friendly and eager to help yet completely unable to do so. Their responses have ranged from nothing can be done; to 'submit a best rate guarantee' request (which I did, receiving no response); to 'the staff at the location will issue you a refund' again, no written guarantees are given.4. I called the *********** location repeatedly. Over 15 phone calls later, no-one has answered the phone.5. I have written several emails, including to the local director of Hertz, again receiving no response.The amount of effort I've put into chasing Hertzs error, with no admission of an error on their part and no resolution, is ridiculous and unacceptable. They need to honour the original rate and refund the difference immediately. They also need to fix their entire CS department ASAP.

  Business Response

  Date: 04/26/2024

  Complaint ID: ********

  Res#: K8160273830

   

  Please accept my sincere apology for any misunderstanding regarding the prepaid charges. A review of our records indicates a refund of $56.83 was processed on 04/09/24. I have provided an additional refund of $27.75, please allow up to 10 days for the refund to post to your account. This will bring the total back to $505.47. I am very sorry for any inconvenience caused and for the problems you experienced with our **************** team. Your feedback will be shared with the appropriate Hertz management for review and any necessary corrective action. 

  Customer Answer

  Date: 05/03/2024

   
  Complaint: 21546965
  
  I am rejecting this response because:

  While a start, this does not go far enough. This is not a 'misunderstanding of a prepaid rate', this is an error that is 100% your responsibility and it needs to be acknowledged as such. It should not take writing to the BBB - in addition to multiple phone calls and emails to which I have received no meaningful response - to get a refund which will arrive a month later. It's absurd. Admit your error and outline the concrete steps you are going to do to improve the situation for myself and the many, many other customers who undoubtedly are affected by these poor customer service practices.

  Adding insult to injury, I picked up the subject vehicle yesterday. Due to 'fleet unavailability', I was given a minivan instead of the *** I paid for. Said minivan was disgustingly filthy [see attached photos], and the windshield wiper fluid dispenser is inoperative. I have now spent even more time and effort cleaning the vehicle and I will need to find a way to fix the fluid issue. I need to be compensated above and beyond what has been offered. How are you going to make this right?

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

  Business Response

  Date: 05/08/2024

  Complaint ID: ********
  ********************** RR#: 128469725

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

  We regret any frustration caused and can assure you that your feedback has been shared with appropriate review. The details of this review are internal only and cannot be provided to customers. However, we want to assure you that your concerns have been taken on board. 

  We also apologize for any issues you have with the vehicle provided to you, as you are currently renting through May 14, please contact our ****************** Services (ERS) team to report any issues with the vehicle so that they may arrange for a vehicle exchange. There contact information is on Page 1 of your rental contract and they may be reached by calling ************. Regarding further compensation, please speak to the Manager on Duty at the time of return for assistance before the rental is closed out and final invoice generated. 

• Initial Complaint

  Date:04/08/2024

  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.

  On Saturday, April 6th I was planning on renting a car at the *********************************************** location at ******************************************************* #K7194898979). This was my plan right up until the moment my Uber approached the location on Saturday, which was when we both noticed that the location was shuttered and obviously closed down. Flabbergasted, I checked my reservation, which for whatever reason now placed me in the ******** location with a pickup time that afternoon (the Kirkwood branch is closed weekends). No one at Hertz bothered to tell me that this location was closing. No one at Hertz thought to reach out about making alternative plans, and instead automatically sent my itinerary to a branch that would not be able to process my reservation. No one at Hertz considered the fact that I might be left without a car during a busy eclipse week despite having taken the time to reserve one months in advance.When I called the Hertz customer service hotline the first time, I asked for the agent to find me a car somewhere, anywhere, and in spite of me having a reservation I was told that there were no more cars. I then asked to speak to a supervisor, and was told that one would call me back. That supervisor never did. The second time I called (yesterday), I was finally able to get a supervisor who after about 45 minutes on hold acknowledged the company's error and was able to reserve a midsize sedan at the ******** location (confirmation # K8211482984), to be picked up this morning. I accepted this alternative, even though I was going on day two without having access to my planned car reservation. And now today, Monday, I just received a **** text from the Kirkwood location notifying me that my reservation was cancelled (even though the Hertz customer service agent made it) for lack of car availability. Desired settlement: either cash value of Hertz points + no further contact or apology + substantial free rental credit

  Business Response

  Date: 04/26/2024

  Complaint ID: ********

  Res#: K7194898979

   

  Please accept my sincere apology for any misunderstanding regarding your reservation as well as for any inconvenience caused. Rest assured your feedback will be addressed internally to prevent recurrence. As a gesture of our apology I have provided ***** gold points to your Hertz Gold account. These points can be used towards a future free rental days on us. 

  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. 

  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:04/08/2024

  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.

  Hertz has over charged my account over $4,839.99. I have attempted to contact them many times with heavy push back with any explanation of what this charge is for. This charge was not mentioned in any of the original contract and no one in corporate customer service can explain what the misc charge for " Recoup Missed Charge TYPE: rental 1 @ ******* They keep insisting that they only have 25 minutes to talk with any one person at a time. When asking for a supervisor, they state there is none available. When asking for a supervisor to call me back, I get no response. Please help. This charge is completely invalid.

  Business Response

  Date: 04/30/2024

  Complaint ID: ********

  RR#: 650582833

   

  Please accept my apology for any misunderstanding regarding the charges on your rental. We have reviewed this matter with our management team. They have advised you were incorrectly charged, and they are issuing a refund of $3,723.30 to your credit card. Please allow up to 10 days for the refund to post to your account. Rest assured we will address this matter internally to prevent recurrence. 

  Customer Answer

  Date: 05/10/2024

   
  Complaint: 21546532
  
  I am rejecting this response because: Hertz has tried multiple times to charge exorbitant, blatantly false un founded charges on multiple rental agreements that I have. This is just one case. Regarding this specific case the amount as a suggested refund is not the amount of the over charge that I am disputing. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 05/14/2024

  Complaint ID: ********

  RR#: 650582833

   

  When reviewing your charges with our local management team for *************, ** they have advised this was an isolated incident. We don't show any previous issues related to a billing error. The refund of $3,723.30 is the amount of the overcharge which is the amount that we are refunding. I am very sorry that you have had issues with your rentals. We will continue working with the local teams to prevent billing issues in the future. 

• Initial Complaint

  Date:04/08/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a vehicle using your ************ location in ***************, **. I was charged an additional $510 outside of my two rentals and I am seeking a refund or authorization of release to my bank.I have never had this issue using **** or Budget! I have reached out to customer care with no answer and my bank is telling me they have not released any my deposits!

  Business Response

  Date: 04/15/2024

  BBB Case 21546042
  Rental Records ********* and 112307230
  
  This is in response to *******************************,
  
  Attached you will find the charges that were added outside of what you paid through Expedia. For RR ********* there was an extra day charge because you booked with a return for 4-2 but returned on 4-3. So there was an additional day and taxes in fee in the amount of $154.16. For RR 112307230,there was $49.48 charged for taxes and fees. Any pending holds over what we charged is to be released by your bank or credit card company. If they have not done so already, we suggest you contact them direct.
  
  Thank you for contacting us.