Complaints

This profile includes complaints for Hertz's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Hertz

  8501 Williams Rd Estero, FL 33928-3325

• 

  Hertz

  PO Box 31166 Tampa, FL 33631-3166

• 

  Hertz

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

• 

  Hertz

  114 International Way Huntsville, AL 35824-0000

• 

  Hertz Corporation

  2300 N Airport Blvd Springfield, MO 65802-7536

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:04/05/2024

  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.

  Date of transaction: 02-04-2024 Amount of money paid to business: $237.51 Rental Record: ********* Business Committed to me: Rental vehicle picked up and used in *********************** area, picked up vehicle on 1-30-2024 at *********************** Location and returned it on 2-4-2024 *********************** location. Nature of dispute: was charged for a full tank of fuel after return, I received the vehicle with a 1/4 tank of fuel when I received it. I have photo evidence with a time stamp showing the fuel level and mileage on the vehicle when I received it - which contradicts what Hertz is claiming on the final rental receipt. Has business tried to resolve: I have contacted the business twice with photographic proof of the fuel level when I received it - as well as the discrepancy of mileage they claim was on the vehicle when I received it - both are incorrect. Both times Hertz has denied a refund of the fuel charge. When I disputed this with my credit card company, it was not refunded either. When **************** received a letter back from Hertz stating next steps of dispute - Hertz stated that my rental originated on the 9th of February in ************** - which I was never at or had been to. It also stated to try to get a refund I would need to speak with the Hertz site at the *********************** directly and no one with Hertz is able to provide me a phone number that will contact the site - all of the phone numbers redirect the caller to the national help desk automatically. I feel this is an easy way for Hertz to take advantage of customers. Requiring photographic proof at pick up and drop off to prove what fuel level the vehicle was at if no fuel was needed to be placed into the vehicle. I went roughly 45 miles in the rental car while I had it - back and forth from my hotel to the airport and used hardly any fuel, still showing it had a 1/4 tank of fuel in it when it was returned to Hertz on the 4th of February.

  Business Response

  Date: 04/10/2024

  BBB Case: 21535932

  RR# 919289092

  This is in response to ******* Cost complaint. I reviewed the mileage from the picture you sent with the mileage of the previous renter which matches up and can see the tank was not full. I have refunded $237.51 back to your billed credit card. Please allow 3 to 5 business days for the refund to post to your account.

  Thank you for contacting us.

  Customer Answer

  Date: 04/10/2024

   
  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. I would like to thank you for your assistance with this matter. I attempted so many times between the business directly and my credit card company to have someone at either entity look at the straight forward facts of this situation and see the honest mistake that was made at some point during the vehicle information entry. Please forward on to all that were involved in helping this get resolved. 
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:04/05/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Monday 4/1. I lost 8 hours of my rental due to the car breaking down and needing a tow. Due to negligence on Hertz end, I had to pay out of pocket for the tow and the Uber to ********************** to swap vehicles. I am out of money and missed work due to this. I also had to pay for an extension as there was no compensation given for the missed hours and having to return the car to a location no where near me. I want compensation for the time missed in the rental and the disregard for my time. I had to call and rectify the situation over ******************************** a car at 8pm (7 hours later) and to drive the extra 1.5 hours back home. And Im out of $400 plus $40 for the extension. Im so frustrated because this is the second time in 2 weeks I had an issue with a car booked at Hertz and had to switch cars due to negligence at the ************************************** location. I have my child with me and we were stranded for 7 hours with little help from Hertz. This is beyond unacceptable and I hope to have this rectified. I have called, emailed, and direct messaged on social media many times and still have no response on reimbursement or compensations. I should not have to wait over 14 business days to receive an reimbursement or compensation.I am fed up at this point and I need this rectified.I have attached both receipts for the Uber and tow.Rental Record # ********* I expect the reimbursement to go the card I paid with and not my credit card on file. As I was out of my last $400 and a days work.

  Business Response

  Date: 04/11/2024

  BBB Case: 21535768

  RR# 109958855

  This is in response to *************************** complaint. I removed one day from your rental charges in the amount of $26.20 that will go back on the billed credit card  The roadside service report indicates reimbursement for the tow truck and Uber ride. Please contact ************ and provide your credit card number and expiration date between the hours of 07:00 am to 5:00 pm Monday through Friday. We will process a reimbursement in the amount of 375.05.

  Thank you for contacting us.

   

   

• Initial Complaint

  Date:04/05/2024

  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 was charged $30 for a ticket at the airport in *******, **, and I managed to pay for the ticket before the due date. I received another ticket from Hertz claiming that I should pay for the ticket and the late penalty for $126.00 which came out of nowhere. The information call number was never able to get through and I couldn't find anyone to know more about the situation. I will not pay for the ticket again as I already paid, and I need an explanation and compensation for all the things that I paid for this ridiculous ticket.I uploaded two mails asking for payment and the receipt for the first payment. You can see from the top of the payment file that I paid it on 03/03 2024 at my time zone.

  Business Response

  Date: 04/15/2024

  BBB Complaint# ********
  RR# *********
  
  This is in response to *********************.
  
  Thanks for reaching out. After a complete review we can confirm that this ticket has already been settled with the City of *******. I have attached a copy for your records. We appreciate you taking care of this matter quickly and efficiently.
  
  Best Regards

• 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.

  I was sent to collections for an outstanding balance that I do not owe and place on a do not rent list. The place that I rented the car gave me a credit which hertz has two system and they don't have access to the other. They now say I owe the credit amount and I tried tonresolve multiple times with the rental company that I rented from and try to resolve with hertz where if they don't understand ask for a supervisor with they deny and calls gets disconnected. Rental record number *********

• Initial Complaint

  Date:04/05/2024

  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 rented a vehicle at their MCO location from 3/24-3/30. I was charged an additional $244 for a Loss Damage Waiver that I declined, yet somehow "signed and agreed to?" When offered this service, I distinctly said to the staff at the counter "no thank you". She acknowledged this, and said "no problem". I signed my rental agreement, went on my way, and did not notice the additional charge until the following day, as we landed pretty late. Now, its very possible the *** agreement was included in the rental agreement. If it was, that is on me for filling it out, and signing it. However, I was exhausted after hours of travel and may not have read it in its entirely, and if it genuinely was included in the rental agreement, I may have missed it, and missed the opportunity to point out the staff's error, or shady effort to trick me into signing for something I declined.This being said, I don't know if this was the case. What I know is that I declined this service, the staff responded with "no problem", and I shouldn't have been charged. If I was still presented with this *** agreement to sign, I feel entirely taken advantage of, and that's either manipulative service, or a mistake I shouldn't be paying for. I've enjoyed Hertz' service, and would like to continue using them. I would like my $244 reimbursed.

  Business Response

  Date: 04/10/2024

  Complaint ID: ********

  RR#: 107443114

   

  I apologize for any misunderstanding regarding your charges. A review of your signed rental agreement indicates you accepted Loss Damage Waiver (LDW), we are unable to substantiate a verbal conversation, therefore we rely on the signed rental agreement to verify your acceptance of the charges. In light of this information we respectfully decline your request for a refund. 

  Customer Answer

  Date: 04/10/2024

   
  Complaint: 21534841
  
  I am rejecting this response because the receipt shared by the business does not include the signed agreement by me. I also have that receipt which includes the additional charge. It was provided in the email receipt I attached. Additionally, I also have an exact copy of the receipt the business provided. This does not include a copy of the agreement I had signed.

   

  May I see the signed copy of the agreement you have on record? As the printed receipt does not show that. 

  I would like to reiterate that I did not agree to this. It feels entirely unethical, and disrespectful as a customer to refuse a refund for something I did not agree to just because I may have overlooked accidentally signing something that should not have been given to me in the first place. Regardless of being able to substantiate the conversation, it feels wrong for me to have to pay for something over the signing of an agreement I did not request. While it is my responsibility to be more aware of what I had signed, it's not unreasonable for me to trust that what I was signing was simply the rental agreement I had previously paid for. 

  Considering the staff acknowledged my declination, I still cannot understand why I received this.

  The staff should not have included that in the agreement, and an additional $244 is far more detrimental to me than it is to Hertz. 

  This feels like I was taken advantage of, and am being told "well you can't prove it, thanks, for the additional money"

  Please, I ask again that a refund is issued in good faith to avoid losing a valued customer. 

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

  Business Response

  Date: 04/15/2024

  BBB Case 21534841
  RR No: 107443114
  
  This is a response to ***********************************
  
  I have attached your Signed Rental Agreement (***) for your review. With respect, the signed rental contract is a legally binding document. It is the customers responsibility to review the terms of this documentation before departing the rental facility in order to ensure the terms of the contract are correct. In accordance with the *** the charges are valid,and no adjustment is warranted.
  
  Thank you for contacting us.

  Customer Answer

  Date: 04/17/2024

   
  Complaint: 21534841
  
  I am rejecting this response because:

  Respectfully, this SRA was already posted. As I have stated, I already have seen this, as I previously stated, still have my copy of it. This looks like a receipt, and was given to me after I signed the agreement. 

  My signature is not on this. Please attach a copy of the agreement paperwork, which includes my handwritten signature and initials as requested by the Hertz' ***'s when I picked up the vehicle. 

   

  I reiterate, please attach the agreement paperwork that I physically signed, showing my handwritten signature and initial agreeing to the additional charges. 

   

  I've already acknowledged that IF the paperwork I filled out did include that the daily insurance, which I'm not entirely sure that it did, I realize its my responsibility to read it. 

  However, at the end of the day, it was still the error of your staff for including this in the agreement paperwork if this was indeed the case. And while I agree it is my error for not catching it in the moment if it was truly there, it's still highly unethical and poor service to dismiss these concerns, especially without providing me the document that I physically signed. I deserve some compensation for this error out of sheer goodwill. 

  I ask again, please attach the rental agreement document that I physically signed and initialed. Please produce that document. Otherwise, your staff for all intents and purposes would have signed me up and charged me for services I did not request, and have no evidence via signature I agreed to. 

   

  Please attach the requested document and we can take it from here.

   

  Thank you for understanding my frustration.

  
  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.

  Case#: ******** Roadside#: ********** I rented an electric car from HERTZ on 11/22/23 at the *************************************************** in *********, ******. I am not disputing the car rental charges, only the charge for the tow truck which appeared on my credit card bill.I have tried repeatedly to resolve this dispute with HERTZ and have gone through several levels of ******** Services representatives Th. last email I received contained an offer of a $50 gift certificate which I declined.HERTZ maintains that their ********* mechanics found nothing wrong with the car. I do not dispute that. What they have not addressed is that the car, a ***** Bolt, could not be charged when I had every reasonable expectation that it could be charged at a standard Electrify America station. I was in Kingston, **, one hundred miles from another station, and the cable could not be attached to my car. The cables required a third port that was covered and could not be uncovered. Two men tried to help me, and we concurred that the cable would not fit into the port. It was 100 miles to the next charging station, and I only had 40 miles left of charge. There was no HERTZ branch in Kingston where I could trade in the car; therefore, the only alternative left me, after hours on the phone with Roadside Assistance, was to tow the car back to ********* which I did the following morning. (It was Thanksgiving, and no tow trucks were available that evening.) My son-in-law, who later joined me found a manual online (there was no manual in the car), and discovered that HERTZ had rented me an older model; perhaps it could be charged somewhere, but not at the Electrify America station in Kingston. No one at HERTZ could tell me anything about charging the car. I needed to pay the towing fee upfront to return the car to *********. That the car was an older model was confirmed by a newer Bolt at the station which was being charged and whose covered part could be lifted off.

  Business Response

  Date: 04/10/2024

  Complaint ID: ********

  RR#: 658799396

   

  Thank you for contacting us. I apologize for any issues you encountered with the vehicle. I reached out to the rental location for any information the maintenance team provided when the vehicle was towed in. I have received their respond and they have advised there were no issues with the charging port and the vehicle was able to be properly charged. Based on this information we respectfully decline your request for a refund. 

  Customer Answer

  Date: 04/11/2024

   
  Complaint: 21534323
  
  I am rejecting this response because: This particular **********, an older model as confirmed by my son-in-law, could not be charged at the Electrify America Station in *******, with or without the attachment, as confirmed by two other customers at the station who tried to help me and my grandsons who are used to their father's electric car. In all probability, the car could be charged somewhere because it was rented to me fully charged, but it could not be charged at the ***************. There was no other station, other than a Tesla station which I also tried to no avail, within 100 miles.
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 04/15/2024

  BBB Case 21534323
  RR No: 658799396
  
  This is a response to *******************************
  
  I apologize for any difficulties you may have encountered. As a gesture of goodwill, I have issued a 25% refund of $172.95 to the card on file. Please allow up to 7 business days for the funds to post to your account.
  
  Thank you for contacting us.

  Customer Answer

  Date: 04/20/2024

   
  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. I appreciate very much your help in this matter. Your organization has done me a great service. I also appreciate that Hertz apologized to me for "the difficulties I encountered."
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:04/04/2024

  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.

  Supplier involuntarily downgraded rental vehicle rate class - and refused to refund difference in billing classes. Supplier failed to honor guaranteed vehicle type reservation. Supplier failed to advise of discontinued rental - with mobile app misreporting availability up to arrival. Supplier failed to provided 5-Star Program automated delivery - even when confirming program within hours via mobile app.-Reserved rental Tesla Y model for JFK pickup -Rental reservation made at E09 rate for Tesla model Y SUV (vs lower rate for Model 3 small car)-Hertz mobile app says Guaranteed ***************** Five Star (automated pickup) Delivery - even while checking from plane WIFI en-route.-Upon arrival - No Five Star Delivery -After long wait in line - advised, Model Y's aren't rented anymore - Model 3 available -Agent does not refund difference between Paid Class 9 Rate for Model Y -- and actual lower cost vehicle rented. Smaller vehicle doesn't have capacity for full family.-Five Star hotline refers to complaint website. President ******** offshore center reads script. Refers to website for complaints. -Social media team states drive to corporate location, no phone support.-Website complaint, detailed complaint sent. > 1 week later, mail merge response fails to address issues surfaced.-Instead of normal 5-************ where agent inspecting for damage when exiting *** location, I had to exit vehicle in rain and write down damages myself at exit gate (taking photos given extent of damages).-Vehicle has **************** from prior rental - unclean.Supplier did:-Fail to deliver rental vehicle matching paid rate class (their own delivery card demonstrating)-Refused to refund the difference between the lower grade delivered & higher grade remitted.-Systematically misinformed consumer on guaranteed availability & five-star pickup - even hours before pickup.(even hours -Hertz mobile app says confirmed Five Star Delivery (even 2 hours before pickup)

  Business Response

  Date: 04/09/2024

  BBB Complaint: 21533139

  RR# 106563822

  This is in response to ******************* complaint.  I apologize for the lack of communication about the Long range SUV not being available. Currently the price difference is approximately $5.00 per day. Due to the circumstances I've requested a refund in the amount of $50.00 going back to your billed credit card. Please allow 3 to 5 business days for the refund to post to your account. 

  Thank you for contacting us. 

  Customer Answer

  Date: 04/10/2024

  Complaint: 21533139
  
  I am rejecting this response because:   it fails to provide an adequate remedy for the inconveniences experienced.   

  It does not demonstrate remorse or fully acknowledge the deviations from the acceptable and promised service delivery. 

  It is ****ver, fully consistent with the supplier's ongoing disregard for this customer's time - notwithstanding the issues having arisen exclusively through the supplier's gross negligence.

  As a frequent traveler, I'll leverage other providers for my personal travels.

  Sincerely,
  

  B ****

  Business Response

  Date: 04/15/2024

  BBB Case 21533139
  RR No: 106563822
  
  This is a response to *******************
  
  We have determined the refund of $50 already processed is more than fair regarding incident that took place and no further compensation is warranted. While I understand this is not the desired outcome,this will be our final response to this matter as we stand by the final charges billed and consider it having been fully addressed.
  
  Thank you for contacting us.

• Initial Complaint

  Date:04/04/2024

  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 reserved a rental car at the ******* terminal in March 2024 and was quoted a cost of $550.00 When we arrived the clerk at the counter was turning away folks letting us know they had overbooked and there were no cars available. We had no choice but to rent the last car from ***** At the end of our vacation we turned the car in and the invoice quoted us a cost of $1,200.00! That's $700.00 over when we had arranged with Hertz. We are on a fixed income and this extra cost really set us back. We feel strongly that Hertz should make up the difference and honor our agreed upon reservation.Thank you for your consideration, ***********************************

  Business Response

  Date: 04/10/2024

  BBB Complaint# ********

  This is in response to ******* And *************************
  
  The travel industry at large is experiencing high demand in travel while facing shortages in vehicle availability. We apologize for the difficulty this caused you and very much regret your inconvenience. As a gesture of our concern, I see we offered a $50.00 rental certificate for your use on a future rental on March 19th and that offer was rejected.
  
  While we are sympathetic to your concern, we respectfully decline your compensations request. We ask that you respect our final position on the matter, as we consider it fully addressed. Further requests to revisit this matter will not be considered.
  Thanks for reaching out.

  Customer Answer

  Date: 04/10/2024

   
  Complaint: 21532050
  
  I am rejecting this response because:The offer of $50.00 was just ************* than nothing and had a use date of just a few months ahead which we would not be able to use. We had arranged a car with Hertz and budgeted our trip accordingly. Because of their inability to supply the agreed upon vehicle we went over our budget by $700.00 An apology is appreciated but it doesn't help our financial situation. A deal is a deal... Customers deserve better than that! If Hertz cannot pay us the amount of money we spent the least they can do is offer us car rental for future trips up to the $700.00 with no time restrictions. We would accept that offer.
  
  Sincerely, ***** & *****************************
  
  ******* And *************************

  Business Response

  Date: 04/16/2024

  BBB Case 21532050
  
  This is a response to ******* and *************************
  
  While I regret this is not the response you were anticipating, I want to assure you this matter was treated with the utmost importance and our decision is based on the exhaustive review carried out. We must respectfully decline your request as this matter has been fully investigated and the resolution offered is fair compensation.
  
  Thank you for contacting us.

• Initial Complaint

  Date:04/04/2024

  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 rental car pushed an insurance on me that they made me pay for stating that I needed it at the time for their Loss damage waiver. My insurance already covered the insurance of the rental car so they got me to bite on their scam. In Oregon legislation ******** Rental Vehicle Collision Damage *aiver states that every auto company doing business in the state of ****** that offers a collision damage waivers shall post a sign approved of by the department of consumer and business services which states Our Contract offer OPTIONAL collision damage waivers at an additional cost. No where inside the * 11th locations states anything about their insurance policy. ****** the manager is the one who dealt with me and when I reached out to her about this she refuses to resolve the situation. *hen you look up on ******* with the search of Rental ************* scam the first thing that pops up is a CBS coverage from eight years ago about this exact scenario with Hertz Rental Car. *hen I went back to Hertz rental car to see if there were any signs about their damage waivers of their insurance they sell there were no signs stating anything about it violating the Oregon legislation that I stated above. *hile I was inside I was met with foul behavior from **** while I was gathering information, I never raised my voice, cursed or any disrespect but he returned with disrespect .Let me note I did not want to pay anything because I thought my car insurance should have covered the car insurance itself, I was falsely pointed in the direction that I needed it and that I would not be able to use the car without it. Therefore taking money I did not want to spend anyways

  Business Response

  Date: 04/22/2024

  BBB Case ********
  
  This is a response to *******************************
  
  Unfortunately, there were no specific details included in your query and I am unable to locate your rental by name alone. I have also been unable to locate a reservation confirmation by using your provided email address or phone number. I would like to make a meaningful investigation into this matter but will need more information to do so.  Please provide me with your 9-digit Hertz Rental Record number or your 11-digit Hertz reservation ID number beginning with the letter K.  Once received, I will be able to further review your concerns.
  
  Thank you for contacting us.

  Customer Answer

  Date: 04/23/2024

  To whom it may concern, I received my bill totaling out to ****** due to the insurance. I was not charged the $225 like I had thought but still none the less have been billed for the insurance I did not want from Hertz rental car. Still waiting further notice from a response by Herts Rental Car off of west 11th in ****** Oregon 

  Business Response

  Date: 05/18/2024

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

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

  After a thorough investigation with our management team in ******, we have determined a credit is due. Therefore, we have processed a refund of the Loss Damage Waiver (LDW) at this time in the amount of $149.90. Though processed today, please allow up to 5-7 business days for the funds to show on your account. Your concerns and feedback have been shared with appropriate management to ensure proper customer service procedures are being followed at the branch. 

• Initial Complaint

  Date:04/04/2024

  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 8 I tried to rent a car on Priceline from Hertz. I got to the rental car place at *************************************************** went to the Hertz Rent-A-Car desk and they told me they didnt accept chime credit or debit cards so I couldnt rent the car so I told him to cancel it went home and called and got my money back thought it was all over with and then on March 11 they took more money out of my account so I called tried to get it back. They couldnt said they couldnt see it because it was pending to call back when it wasnt so I did and they said they still couldnt see it so Ive called back at least five times since they keep saying they still cant see it on their end wont give me my money back even though its on my bank statement its now April 4. Theyre still saying the same thing and refuse to get my money back that they took out on the card they dont supposedly accept.

  Business Response

  Date: 04/09/2024

  BBB Case 21530421
  Res No: K7910599682
  
  This is a response to ***********************
  
  Upon my investigation I found that your rental was booked through Priceline. During my investigation I found Hertz did not accept the payment for this third-party booking. Please be advised you will need to reach out to Priceline for any compensation.
  
  Thank you for contacting us.