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

7,183 total complaints in the last 3 years.
2,100 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:04/06/2024
Type:Sales and Advertising Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I made a reservation with Hertz to pick up a vehicle at 9am April 6th. The reservation was not fulfilled until 3pm. In addition while I had made a reservation for a compact car I was given a 6 passenger SUV. Throughout the process no Hertz Representitives were able to take any responsibility for the error, or address the issue in any way. The local office was under staffed and working hard to try to meet the reservations, but they were not provided with the vehicles that had been promised, or any tools that would allow them to manage the situation. I was one of a dozen customers in this situation.
Business Response
Date: 04/11/2024
Complaint ID: ********
RR#: 114214730

Please accept my sincere apology for any inconvenience caused when there was a long wait for a vehicle and the reserved vehicle class was not available. While we do state that a vehicle from the class booked will be available, on rare occasions, unforeseen situations arise that result in inventory shortages. This is usually caused by late returns, extended rentals or damaged vehicles. When it does occur, our policy is to provide a vehicle from the next available group at no extra cost.
As a gesture of our apology I have provided a $50.00 on one day of your rental. The refund with applicable taxes is $54.40. Please allow up to 7 business days for the refund to post to your account.
Please know that we take all customer concerns very seriously and I want to thank you for allowing me the opportunity to review this matter.
Customer Answer
Date: 04/17/2024

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:04/06/2024
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 Agreement#********* I want to dispute charges from my car rental reservation initially made on the Hertz website and then changed at the **********************. (***) counter. I reserved a car for pickup at *** on the Hertz website on 21Feb2024 (Confirmation#K7752859394) and prepaid with my *********** Master Card. The emailed receipt showed I was charged $400.05 for 1wk+1d, $44.80 Airport Concession Fee, $3.12 Vehicle License Recovery Fee, $24.00 Customer Facility Charge, and $47.20 Sales Tax for a Total=$519.17. This was the expected amount. On 19Mar202I arrived at the *** Hertz facility to pickup the car. At the counter I told them I did not want *** coverage. After they filled out a contract they requested I submit my credit card for charges of $508.24. I questioned them 3X about having my credit card charged again after having prepaid online but did not receive a reply. I did not pick up from the small type on the contract that they put the *** as accepted because I had previously told them I didnt want it due to my credit card and personal car insurance coverage. It makes no sense that I would accept the Hertz *** when I have the two forms of coverage already. I can supply proof of these coverages upon request. But since I had prepaid and would lose the entire $519.17 if I cancelled the reservation plus the amounts were so similar and I assumed the new charge would be cancelled out by my prepaid amount I acquiesced and allowed my card to be charged.When I returned the car to Hertz *** on 27Mar2024, I saw on the contract that in addition to the $335 *** error they had added $79.92 Premium ************ that I was never asked about. Also there were duplicative charges for $91.00 Concession Fee Recovery, $3.12 Vehicle License Recovery Fee, and $24.00 Customer Facility Charge that were added after I prepaid them online. I filed complaint case #******** with Hertz ************* but they denied any reimbursement. I request $533.04 for the *** billing.
Business Response
Date: 04/24/2024
Complaint ID: ********
RR#: 104734593

I apologize for any misunderstanding regarding your charges. Unfortunately we are not present at the rental counter to substantiate a verbal conversation, therefore we rely on the attached signed rental agreement to verify your acceptance and understanding of your charges. The optional charges are taxable charges as well. Based on your signed rental agreement we respectfully decline your request for a refund.
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 less than satisfactory to me. However, this corporation will not budge from their stance that all charges are legitimate. My only recourse is to write accurate reviews of this encounter to warn others about the unfair business practices Hertz supports. I will also never rent from Hertz again and in the future never prepay online to save a few dollars. That practice has the real potential of repeating this situation where the customers, having believed they settled all charges online, still have to accept the terms forced upon them at the counter. A costly ****** learned. It would be great for the BBB to keep this claim in mind when others experience and convey to the public such practices.

Sincerely,

***************************
Initial Complaint
Date:04/06/2024
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 reserved a vehicle from Hertz to pick up from their ************* office on 4/6/24. When I arrived at the location, I was informed that they did not have any vehicles. I never received an option to get another vehicle or a refund at the location. I was informed that I would have to call a ***** to get a refund for the car I payed for in advance. Never did I receive a call or email before arriving saying we don't have any vehicle to offer before taking a ride service to this office. I call the phone number I was given by the store employee named ****. **** also stated that their was no manager on site to speak to. I had to wait 20 minutes before speaking to someone at the phone number I was given who tells me I need to go to a website to get a refund. At the least, their refund policy is terrible. If I was unable to rent a vehicle that I paid for days in advance, I would just like my money back without a hassle.
Business Response
Date: 04/11/2024
Complaint ID: ********
Res#: K8181571000

Please accept our sincere apology for your experience. A review of our records indicates you spoke with our *********************** team regarding this matter and addressed your experience. The refund was completed for the prepaid amount on 04/10/24 but can take 3-5 days to post to your account. As a gesture of apology you were also provided ***** points to your Hertz Gold account to use towards a future rental. It is our hope you will allow us another opportunity to demonstrate the quality service you expect and deserve.
Initial Complaint
Date:04/05/2024
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 made a reservation. On the day of the pick-up, April 4, 2024, I called customer service because one of the selections at the phone number is for support for an upcoming rental, and if you have not picked up your rental and want to confirm a reservation. I called around noon to confirm that there was a car available. The customer service agent said a car was available. I went to the location and was told there was no car available. I called Hertz customer service at that time and was told there was nothing anyone can do, except the persons at the rental location. There were about 10 cars on the lot at the time I was there. I took pictures of some of the cars there on the lot. I believe the man at the desk refused because he knew there was nothing I could do about it. The last time I was there the same man told me I give bad reviews and he wanted me to stop renting at that location. That is the closest location and I always go there by bus and I know the bus route to that location and about how long it takes. It usually takes me three hours from my home walking to the bus stop to get there. Other places are further. I had discussed that with him before, but he refused to honor my reservation.
Business Response
Date: 04/16/2024
BBB Complaint# ********

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

Thank you for bringing this matter to our attention. I hope we will have other opportunities of serving you and regaining your complete confidence in the quality of our service. We ask that you accept our apologies on behalf of the Hertz Team for the poor experience. As a gesture of good will I have issued a $100.00-dollar rental voucher to be mailed to your address on file.

Apologies are seldom sufficient when customers receive poor service, and I regret your inconvenience. Every effort will be made to serve your future needs in a manner more consistent with your expectations and our standards.

Best Regards
Customer Answer
Date: 04/17/2024

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.
My address on file is *********************************************************************************; 28269
Sincerely,

***********************************
Customer Answer
Date: 05/09/2024

Complaint: ********

I am rejecting this response because:

I want to reopen case number ********. I am not satisfied with the response that I accepted. I did receive the $100 voucher but it expires June 30, 2024 and I do not think I will be able to use it by that time. I was going to use it on May 2, 2024, but the location closest to me would not honor the reservation I had made, refusing to rent according to my reservation. All things indicate this behavior is going to continue.
Business Response
Date: 05/15/2024
BBB Complaint: 21538504
Reservation number: K81304352F5
This is in response to ***********************************. I contacted the location management, they advised for each rental they have ensured they are providing their best service, and stated you have made several complaints about past rentals. All though we are not able to substantiate what occurred their upper management was advised of your complaint. Your previous BBB case you were issued 1900 points to your membership account for the May 2nd, 2024 reservation. Therefore, I will not be able to issue any further award points or certificates.
Thank you for contacting us.
Customer Answer
Date: 05/15/2024

Complaint: 21538504

I am rejecting this response because: I do not agree with the statements made concerning car rentals at this Hertz location. It is stated that that location has provided their best service to me, which is not true. I have wasted a lot of time and money going there to pick up a car after I have made a reservation and they would say did not have a car. The last two times I made a reservation and went there, there would be 8 to 12 cars there and they would not honor my reservation. I have taken pictures for evidence. The worker sees me taking the pictures of the cars and he doesnt care at all. On April 4th, there was at least 8 cars there and the worker said he did not have a car. On May 2nd, there was more than 12 cars there but he would not honor my reservation and offered me three SUVs with $40 to $80 per day. If the location manager has been talked to, he must know that they can continue to do the same thing every time and will face no consequences. They continue to do the same thing, when I come to pick up the car, they say they do not have one. I then leave. They may be trying to set a trap by hoping I will say something threatening or do something so they can call the police. They are up to something. If not, they would let me rent the car and go and bring it back. Their conduct is unprofessional, since this is a nationwide business. Businesses are suppose to be honest with their dealings, having no biases or discrimination.

Sincerely,

***********************************
Initial Complaint
Date:04/05/2024
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.
Hertz has cashed a payment from GEICO and is now sending the customer to collections for the same amount that was already paid. On 4/4/2024, Hertz representative "*******" hung up on me at approximately 1:30PM EST after refusing to assist. The handling adjuster ********************* has made no attempts to resolve. Viking client services has sent a referral notification of the dispute to Hertz and Hertz has not responded.Please contact me immediately to resolve this for this customer.
Business Response
Date: 04/11/2024
Complaint ID: ********

Please provide the renters first and last name, and city and state of rental. So that we may review and respond to the complaint.
Customer Answer
Date: 04/11/2024
***********************
Eureka, **
Customer Answer
Date: 04/18/2024

From the CONSUMER:
Sent 4/11/2024 11:05:44 AM
***********************

******, **
Business Response
Date: 04/26/2024
Complaint ID: ********
This correspondence is being sent in response to ***********************. Thank you for allowing us the opportunity to review your concerns.
We have forwarded your inquiry to our *************************** team for their review and assistance and unfortunately, they have been unable to locate the claim in which you are inquiring about with the information you provided. Please provide further information, such as the claim number in question, so that they may better assist.
Customer Answer
Date: 04/26/2024
A representative from Hertz was finally able to locate the payment Hertz lost and sent a letter proving the balance was cleared.
Initial Complaint
Date:04/05/2024
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.
To Whom It May ********* am writing to file a formal complaint against Hertz for a series of unacceptable experiences culminating in an unjust charge and egregiously poor customer service. The details of my experience are as follows:Vehicle Pickup (Date: April 1, 2024): I rented a vehicle from Hertz, which was visibly in less than optimal condition. The employee at the time assured me this was not an issue, advising me to simply return the vehicle in the same state.Vehicle Condition During Rental: I used the vehicle for a trip to **********. Given the winter conditions, the vehicle was inevitably covered in salt and snow, a common occurrence and in line with the assurance I was given at pickup.Unjust Charge for Smoking: Upon returning the vehicle on April 5, 2024, I was bewilderingly charged for smoking inside the vehicle. I want to make it unequivocally clear that I am not a smoker, have never smoked in the vehicle, and find the accusation not only baseless but insulting.Customer Service Issue: Seeking resolution, I contacted Hertz and spoke with an employee named *******. Instead of assistance, I received a dismissive attitude and was told the charge was reported by the location. When I requested to speak to a manager for further clarification, ******* abruptly ended the call by hanging up, denying me any form of customer support or the opportunity to resolve this issue.I request the Better Business Bureau's assistance in addressing this issue. My goals are to have the smoking charge thoroughly investigated and, following the confirmation of my claim, fully refunded. Additionally, I believe it is crucial that Hertz reviews its customer service protocols to ensure no other customer experiences this level of disregard.Sincerely,
Business Response
Date: 04/12/2024
Complaint ID: ********
RR#: 111513500

Thank you for contacting us. After reviewing your complaint, I immediately reached out to our Reno, NV team for information regarding the smoking fee. The location provided the attached pictures which show evidence of smoking in the vehicle and also stated the vehicle smelled of smoke. Based on this information, we respectfully decline your request for a refund.
Customer Answer
Date: 04/17/2024

Complaint: 21537860

I am rejecting this response because:
The photos I shared unmistakably depict salt from my trip to *****, evident in the salt scattered across the vehicle's door shown in that photo.
At no point was I informed of any restrictions regarding taking the vehicle on a snowboarding trip. Such lack of transparency reflects poorly on your business ethics.
I kindly request a refund of my payment, as failing to address this issue may compel me to pursue additional actions.
It's disheartening to find truth in the notion that Hertz consistently engages in deceptive practices.

Sincerely,

*************************
Business Response
Date: 04/24/2024
Complaint ID: ********
RR#:111513500

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

Our response is unchanged, I regret any inconvenience you had during this rental; however, our records indicate there were evidence of smoking left behind in the vehicle.

Thank you for contacting us.
Customer Answer
Date: 04/24/2024

Complaint: 21537860

I am rejecting this response because:
I am writing to express my deep disappointment regarding the recent denial of my refund request.
I would like to reiterate my stance on the matter: the evidence provided, a photo of salt, does not substantiate the claim of smoking in the vehicle. As a non-smoker, this accusation is not only unfounded but also unjust. I kindly request concrete proof to support this allegation.
Furthermore, it's concerning that there was no employee present during the vehicle drop-off, raising questions about the integrity of the inspection process.
I strongly object to the implication of scamming customers for an additional $400. Such practices not only damage your reputation but also erode trust among your clientele.
Your dismissive responses are only slightly better than the experience I received when calling Hertz to clarify this situation. At least you havent had the opportunity to hang up the phone on me. Oh wait, thats because you dont even care enough about your customers to reach out and discuss a mistake your company made.
I urge you to reconsider your decision and provide a fair resolution to this matter promptly.
Looking forward to your swift response.

Sincerely,

*************************
Initial Complaint
Date:04/05/2024
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.
Initially, I reached out to Hertz & spoke with a representative in regards to a rental at said location. I put a reservation for the Managers Special {online the special states a 2 to 4 car equivalent/EV} a few days ahead just in case. Reserved a spot for 10:30AM 4/4/24. The day before I reached out to the representative about getting picked up, mentioned that that would have a driver. So10:30 comes, I have to call & inquire. Represents tells me all they have is a box truck, mention that that wouldnt work & if they could call me when something smaller/more drivable comes in. Never actually get a call back. I touch base SEVERAL times throughout the day, still no cars available {or at least that is what I am told}. On one conversation the representative mentions that the special could be the box truck {this information needs to be updated or provided additionally online in my honest opinion}. Representative also mentions to call back around 4, more cars may come in. 1 hour before they close, I call back & mention about calling around 9AM the next morning to see if a vehicle is available. Here I wish maybe the representative wouldve mentioned possibly canceling. I call said time, still no options available. Now I live not too far away, upon having a ride to work I pass by & see some vehicles available. I tried to call around noon, I understand places/establishments get busy but am placed on hold. I call the Hertz corp number, the representative on the phone says I have to cancel with the store as they are showing a sedan available. I hang I eventually get through to a representative at the store, they mention Hertz corp has to cancel. Informed they said they couldnt, store would have to. After a few holds, told to call Hertz corp. Im tired of the run around & just want my money back!
Business Response
Date: 04/11/2024
Complaint ID: ********
RR#: K8160135494

Please accept my sincere apology for any inconvenience caused. I have processed a refund for the prepaid amount of $213.50. Please allow up to 7 business days for the refund to post to your account.
Customer Answer
Date: 04/11/2024

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.
****, thank you SO much for reaching out & trying to rectify this situation. I do; however, want Hertz to update its information online in regards to the Manager Special.

Sincerely,

***************************
Initial Complaint
Date:04/05/2024
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 reservation confirmation is #K8112116057. 03/29/24 I rented a vehicle from hertz at ************** the first vehicle had damages so I went to the both showed pictures of the damages . I was charged for a different vehicle not to my knowledge I was told I just had to sign for another vehicle I was charged ***** extra they then gave me a different vehicle with no gas in the tank , I then rushed to the gas station to fill the tank since I was already late after waiting for a new vehicle. I took photos of the gas tank being empty. I was charged 146.00 4/1 for gas which I shouldnt have been since the tank was not filled when I received this vehicle. I would like a full refund!
Business Response
Date: 04/23/2024
BBB Case 21536712
RR No: 109884040

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

I have received confirmation that you were able to work with our customer service team who resolved the matter directly by providing a refund of $197.51 on 04/10.

Thank you for contacting us.
Initial Complaint
Date:04/05/2024
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 applied for credit to Hertz Auto Sales in **************, ** and after 3 days they never bothered to even contact me and my credit is just fine. I want this credit check removed from my credit report.
Business Response
Date: 04/11/2024
Complaint ID: ********

Thank you for contacting us. I have reached out to our Car Sales for assistance regarding your request. They have advised you must complete the attached ************* Inquiry Removal Request and email it to the email address listed. You must include all items listed or they will not accept the removal request.
Initial Complaint
Date:04/05/2024
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 April 4, 2024, I had a 2022 Tesla EV vehicle from Hertz/Uber Vehicle Solutions *****************************. The Tesla Model 3 would not start and ultimately shut down entirely due to internal electrical issues. I first called Hertz Emergency roadside assistance and spoke to ******(Roadside specialist), who told me that the issue was a battery charge and that it was caused by negligence. After trying to explain to ****** that I called ***** and explained the codes I saw on the car display screen, he told me that I would be charged $185.00 for an e-charge, despite me conveying my concern that it was NOT a battery-related issue but rather an electrical, mechanical faulty issue.The Tesla vehicle was taken to a Supercharging station at ***********, MD, *****. Upon arrival, the car remained powerless after being hooked onto the charger station. I called Hertz/Uber Vehicle Solutions Bel-Air Nottingham for help, and they told me the Tesla vehicle needed a jumpstart and should work fine. I called Hertz Roadside assistance again to come to the Tesla supercharger station and jumpstart the car. The car was jumpstarted, and I was supposed to drive home, but as soon as I parked and tried to restart the vehicle, the same issues and alert codes came up. All of the events described happened within 24 hours and in *********. I checked my credit card account this morning and saw that I was charged $290.00 for a service that did NOT yield any results due to mechanical failure.
Business Response
Date: 04/17/2024
BBB Complaint# ********
RR# *********

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

Please accept my deepest apologies on behalf of the Hertz team for any inconvenience or frustration you may have experienced. After reviewing our records, and your supporting documentation I have issued an adjustment in the amount of $378.36 in association with the Tesla Charging and Roadside Assistance. Please allow 3-5 business days.

Our records indicate 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.

Best Regards
Customer Answer
Date: 04/27/2024

Complaint: 21535229

I am rejecting this response because the significance of the $378.00 is part of a more significant amount of $875.00 by Hertz, which I was wrongly charged. Even though the vehicle was towed to Hertz Baltimore ************************ (BWI)location by the tow truck driver dispatched by Hertz Roadside Assistance, I have felt aggrieved by the Hertz agent who told me that if the vehicle were returned and retrieved before the end of the contract, then I would not be charged for another week because the car would no longer in my possession.

I have attached images of the status of the tow truck driver delivering the vehicle to Hertz BWI with the date and arrival through text message and correspondence. In addition, I have attached the screenshot of each phone call made to the Hertz agent one day prior leading up to explaining the mechanical difficulties that I have experienced with the vehicle. I've also mentioned that this issue of being wrongfully charged by Hertz Roadside Assistance is concurrently more than the contract renewal charges because it all happened on the same day. Within less than 24 hours, I have had to deal with two truck drivers, including phone calls with Hertz representatives from roadside assistance to customer service, which has left me concluding that the issue of the vehicle was one event that Hertz has attempted to capitalize on or monetize at the expense of my misfortune.

In conclusion, I've submitted the images and screenshots that will corroborate the timeline of events and charges to my credit card that followed. The procedures in which Hertz Roadside Assistance and **************** agents are operating have effectively profited at the expense of product failures and neglect of services, leaving customers like myself footing the bill. I ask that Hertz honor the contract terms in FULL by refunding the total $875.00 to credit card, which includes the Roadside assistance error and the week which I was being wrongly charged while the vehicle was warehoused at its Hertz location.

Sincerely,

***************************
Business Response
Date: 05/03/2024
BBB Complaint# ********
RR# *********

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

After review of our records a refund of $378.36, has been processed. No further compensation is warranted. I regret the inconvenience this matter has caused and appreciate you allowing me the opportunity to address your concerns.
Customer Answer
Date: 05/03/2024

Complaint: 21535229

I am rejecting this response because I have seen where the payment has been processed or received into my credit card account.

Sincerely,

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

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