Complaints

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

close

Find a Location

Hertz has 2069 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Hertz

  8501 Williams Rd Estero, FL 33928-3325

• 

  Hertz

  4100 George J Bean Pkwy Tampa, FL 33607-1402

• 

  Hertz

  PO Box 6001 Huntsville, AL 35813-0001

• 

  Hertz

  727 Highway 43 S Saraland, AL 36571-3604

• 

  Hertz

  13409 72 Ave Surrey, BC V3W 2N7

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:04/03/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I originally booked a car rental with this company on March 16th, paying in full $217.24, for a medium sedan. Once arriving to the store ******** said that they did not have any cars that we would have to pay an upcharge of $20 a day. I was not ok with this because we booked early so that we would have a car reserved for us. No one bothered to call me and tell me otherwise. So after asking to talk to the manager a Corolla appeared out of the blue. After that they said that we could not get the car because we booked it on a debit card that was hacked 2 days prior. Even though we were still in possession of that card and willing to give a credit card for incidentals they said they could not change it and it had to be that card. I was then told I had to call the 1800 to speak to someone about this. I called customer support and agreed to cancel that reservation and rebook on the credit card. Knowing it would probably be 7-10 business days before I get my credit back. So we try to get the car again and the corolla is now gone. I asked for the manager, *******, but she was not in and no one could get a hold of her. So because they were closing at 5 I just agreed to the upcharge just so we could get a vehicle. I was recharged $295.00 which included a $90.00 upgrade for an SUV. The car they brought to ** was a Chevrolet Malibu. So we were upcharged and we did not even get an SUV. I am highly upset with this process due to the lack of professionalism given by the employees at this location. I would like a full refund and will not be doing business here again.

  Business Response

  Date: 04/10/2024

  BBB Case #: 21521103
  RR# or Res#: ********************* is in response to *********************.
  
  Our policy does require the credit card used for the prepayment to be presented. We do understand you had it on you; however, it was not an active card. You had full use of the vehicle during your 6-day rental; therefore, we must respectfully decline your request for a full refund. As a customer service gesture since the midsize vehicle reserved was not available, we have issued a refund for the upgrade charge in the amount of $94.90 to your Mastercard. Please allow 5-7 business days to post to your account.
  
  There is never any reason for rude or unprofessional behavior from our representatives and we apologize. Please know this was brought to the attention of the appropriate management, who will have this matter internally addressed to ensure proper procedures are being followed, and any corrective action to be taken where deemed necessary.
  
  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.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:04/03/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I reserved my rental with a chime card I just had a rental in November 2023 with my chime credit card they stop accepting them but its no way for customers to know that they are not accepting them they wait until you show up and send you back out the door and they are okay with this they dont care about their customers the manager at the location did not care the Supervisor over the phone did not care its a storm in ************ at this previous time I got dropped off at this location I am wet cold I had weekend plans everything is ruined I am a rewards member and a faithful customer words can not explain how upset I am they could have did it one last time but to leave me stuck at your location in the rain is unbelievable and heart wrenching this is unacceptable I need something for my time my convenience my money for the Lyft there my whole weekend plans is ruined I never been treated like this at hertz I am not even sure if I want to remain a hertz customer this is terrible I dont know how I am getting from your location to home I am in tears literally I can not believe this and everyone is okay with this who trained these employees why is no one making sure customers know that chime is no longer accepted also the picture is me standing in the parking lot in the rain because this location office is small and its crowded with customers so Im outside soaking wet with no umbrella someone contact me asap thank you something has to be done about this ,Reservations number is K81749133F7

  Business Response

  Date: 04/23/2024

  BBB Case #: 21525247
  RR# or Res#: *********************** is in response to *********************.
  
  When viewing Rental Qualifications and Requirements under the form of payment it will not specifically state Chime cards are not accepted but will advise a valid credit card is required. Again, we understand it is a valid ***** however, this type of payment is not a secure payment we accept. I apologize for any misunderstanding and any inconvenience this may have caused.
  
  Thank you for contacting us. 
  

• Initial Complaint

  Date:04/03/2024

  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 2/15/24 I picked up my hertz rental car from *************************** . I had reserved for a day rental from 10:30 am to 10:00pm . I returned the car at before the 10:00pm drop off time however there was no attendant at drop off . I physically walked to keys over to the Hertz booth where one attendant was checking in and out behind the glass for both hertz and thirty rentals . I left my keys and she provided me with my receipt . ***** was the total for the day rental. There was a 200 dollar hold on my credit card which was released . fast foward to a few weeks later I received my credit card statement that showed a 5***** charge from Hertz . I disputed the charge with ***** and provided my Rental receipt . I was adviced to wait for a response from Hertz to validate my dispute . A couple weeks later I has received a notice from ***** stating Hertz provided them with a invoice showing where a outside cleaning fee was charged . Revoking my dispute . The 500 was added back to my credit card. I called Hertz ***** number and spoke with ****** who advised me that they released that 500 dollar hold on 3/21/24 and will take 7 to 10 business days. I waited until 4/3/24 (today) to contact Hertz about the refund. The billing agent from hertz who took the call advised me that The previous hertz agent has been confused about the refund that the release was due to my dispute from Chase and they were rebilling me to 500. when I asked for them to provide me proof with the outside cleaning fee. hertz agent stated the notes left by Tulsa Manager was the Durango smelled like weed (his words, check the recorded call ) I told him that was ridiculous, we dont smoke weed and he stated the manager and cleaning crew both validated the claim . I stated how that is very convenient for them to charge me such a ridiculous accusation since pictures dont smell given the fact you cant provide physical proof. I then asked to speak with a supervisor, The hertz billing Agent stated why would I like to speak to a supervisor they are not authorized to refund money . I told him to please transfer my call . ***** the supervisor got on the call and advised me there is nothing he can do as he is in billing . That the charge is not refundable and my signature on the contract makes a charge valid as I agreed to it . I was not provided a email or invoice on the charge only after I filed dispute. I have never had an issue hertz and actually rented a car 2 days prior from the same place for the weekend with no incident or Issues only difference was there was an actual attendant at drop off to ***** car. I find it quite frustrating that ****** the billing agents only advise was for me to go back to ************* and speak with the manager named **** manager for hertz at ************* - ************ he provided me this info . Im not a confrontational person so this is completely outrageous. I would believe Hertz employees represent the entire company. No matter on the phone or in person . I have provided proof of my receipt of my rental as well as the rental I rented two days prior with no issues of cleaning fee and hope to have this matter resolved. Thank you for your help.

  Business Response

  Date: 04/24/2024

  BBB Case #: 21524827
  RR# or Res#: ********************* is in response to *****************.
  
  In review of our records, the vehicle was checked with our maintenance team, and we were able to confirm the vehicle was pulled from service, detailed, and a smoking treatment done due to the smell. You were billed $500.00 cleaning fee. As stated in the Terms and conditions, if the vehicle requires more than Hertzs standard cleaning on its return, Hertz may charge the customer the actual costs incurred to have the vehicle cleaned.However, as a one-time goodwill gesture, I have issued a refund for the smoking fee. Please allow 5-7 business days to post to your **** card. We ask on all future rentals to speak to a representative before leaving the rental facility if the vehicle has any odd odors or is dirty.
  
  Thank you for contacting us. 
  

  Customer Answer

  Date: 04/24/2024

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

• Initial Complaint

  Date:04/03/2024

  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.

  Rented February 20th , reservation # K77426108A6. The rental was for March 12th at 4 pm. I recieved confirmation and email from Hertz that afternoon. When I arrive to pick up the car March 12 I arrived at 2:30 in the afternoon a little bit early, the people at the desk said they were waiting to get in cars and I had told him that I had rented and paid in advance for a car and I would wait. It was several people in the lobby waiting for cars but in the meantime, a gentleman come back in who was supposedly there in the morning, according to the lady at the desk, and picked a car up . Then a lady come in and picked a vehicle up while three of us was still waiting in the lobby for cars. The man and women at the desk was calling people who was supposed to have been returning their cars . Around 5:30 the lady said they would be getting no cars this afternoon and that the building will close at six. The regional manager as she called him, Cortiquez Green just sat there. I asked if the airport had cars and she said everyone was out. She took my number down and said she would call me in the morning about a car. I said I was supposed to leave to be in ************** by the morning . I came home and called Hertz and talked to Ram at their 800 number. He put me on hold several times and then said to go to the airport and they had my car waiting. I went to the airport and talked to *********************************** and he said they had cars but I didnt rent at the airport sight so he couldnt honor the reservation number . I would have to go online and cancel and reapply. I called the 800 number again and **** and she wanted to talk to the manager so I went back and ********************* talked to her then told me they couldnt horror my number. I came home and called back at 9:30 the 13th and the lady said the had no cars and would call when they did. At 12:30 she called back and I picked up a F250 ***************** 4x4. 20 hours delayed and a lot more fuel. Returned the car the 19th. Hertz answer b

  Business Response

  Date: 04/20/2024

  BBB Complaint #********

  RR 101463666

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

  Hertz has issued a refund for the unused rental day of $32.06. 

  Thank you for contacting us. 

• Initial Complaint

  Date:04/03/2024

  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.

  I was on vacation, and I rented a compact car, when I arrived at they said I had to take a ***** I told them I wanted a gas car they said i had to take the *** So I did, what a disaster I had know idea how to drive it , took awhile had to learn, Battery didn't hold a charge spent my days worrying about charging it and not getting stranded, Called hertz with my complaint, still waiting for a call back from 10/19/2023, 24 to 48 hours have elapsed. Spoke to my credit card and they agreed that I never requested a *****, I called several times to rectify. I was told someone was going to call back and never did.

  Business Response

  Date: 04/10/2024

  BBB Case #: 21524456
  RR# or Res#: ********************* is in response to ***************************.
  
  Please accept our sincere apology for the troubles you experienced with the electric vehicle and not receiving a returned call. After review of your reservation, we have confirmed you reserved the Electric Vehicle (**)online at the time of booking and that you received the ** guide before the pickup date. Your outstanding balance of $347.18 is a correct charge and in collections. You can settle the outstanding balance with our collection partner *********************** You may reach them at phone number ************** and their email is *************************** your bill is resolved, you will need to call our Suspended Rental Privileges (SRP) department to be removed from rental suspensions at **************.
  
  Thank you for contacting us.
  

• Initial Complaint

  Date:04/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is an expanded letter of the letter sent to Hertz on March 7, 2024:Good afternoon Hertz: April 3, 2024 My husband, ********************************* and I returned home from the ************* area/*********** on March 4, 2024...we picked up a ***** Malibu at SFO on Feb. 28, 2024 (780 ***********************) which we had reserved in advance (rental record #*********, AMA code CDP *****) and paid for via Am Ex on Feb. 6th ($431.53). The License # on this vehicle is: *******. At the rental counter we did add my son as a driver, as well as some added vehicle protection. (The final amount paid to Hertz via AmEx was $947.00). The rental was for 6 days: Feb. 28-Mar.4, 2024. On Mar. 2nd, our car was parked in the town of ****** for about an hour; when we returned to the car, the low battery notice showed and we could not start the car. We called OnStar which was not helpful, so we contacted our own AAA account and a service came within 40 minutes and jumped the car. We were surprised that the battery had died, given that this Malibu was so new. We did not stop on the way back to our hotel in ********* so that the battery could successfully re-charge. The next morning (March 3rd) at our hotel in *********, we got into the car and it wouldn't start, again with a notice that the battery was low. We called Hertz right away and were advised that a tow truck (Los Prados Towing) would pick up the car and return it to SFO...and that if we wanted to pick up a new rental, we could get it ourselves at SFO (about 2 hours away) and pick it up. That was not feasible, as we had no way to get to SFO that day (nor the next), and we would be leaving the following morning, Mar. 4th. for return home via *********************. Our hotel was able to secure us a car service to get us to the airport safely on Mar. 4th. Napa Valley Tours and Transportation picked us up and got us to SFO in good time to catch our flight back home to ********. The charge for that was $405.00 (please keep in mind that ********* is approx. 2 hour drive to SFO). We would like to be refunded the following charges: 1.the transpo. service charge from ********* to SFO on Mar. 4th ($405.00) 2. the loss of driving opportunity on Sunday Mar. 3rd/part of Mar. 4th. We have calculated this amount as follows: -approx. 36 hours of loss of rental car use on our 6 day rental -Hertz charge for 6 days rental car was $947.00 -this comes to $157.00 per day, or $6.57 per hour -36 X $6.57 = $236.75 We have already contacted Hertz by phone and by email. These are the 2 most recent replies from Hertz: 1.Dear *******************************,Thank you for getting in touch with us. I appreciate the chance to go through your issues.We are certainly sorry for the inconvenience this has caused you. Regarding your concern, we have contacted the rental location. We are glad to inform you that they have responded. They confirmed that you received the vehicle within 6 miles, and there seem to have been no issues with the vehicle when it was screened for malfunctions. Unfortunately, we won't be able to proceed with the refund at this time.I appreciate the opportunity to look through this, and we hope to serve you again in the future.Respectfully,****************** Tours Correspondence Agent: Hertz **************** ****** ********************,Thank you for reaching out to members of our senior leadership team. Your concerns were forwarded to the Hertz Executive team for further handling and correspondence on their behalf.I appreciate you bringing this matter to our attention, and Im very sorry for any inconvenience this has caused you. As stated in previous correspondence, we have been in contact with the location and confirmed the car had no issues after a thorough screening for any malfunctions. With this in mind, we cannot issue a full refund, nor do we reimburse any out-of-pocket expenses such as an outside towing fee.However, as a one-time gesture of goodwill for the troubles you have faced, I have issued a refund of $200 to the card on file. Please allow 5-7 business days for this to reflect. Please know that no further monetary adjustments will be considered.I appreciate having the opportunity to assist you.Best wishes,****************Executive customer care **********************/Dollar/Thrifty We have also contacted ***************** who is disputing the partial payment made to Hertz of lost rental days equal to $236.75, as well as the ***************************** whose membership benefit with Hertz was used for the car rental. Thank you in advance for your help, ********************************** and ************************************* ************

  Business Response

  Date: 04/22/2024

  Complaint ID: ********
  ********************** RR#: 984180724

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

  Our records show our *********************** team responded to your inquiry on 04/02/24 and provided a $200.00 credit as a gesture of customer service. We are pleased to see they were able to address your concerns and provide this credit.  With this in mind and after further review, further adjustments are not warranted. 

  Customer Answer

  Date: 04/23/2024

   
  Complaint: 21524352
  
  I am rejecting this response because:

  Better Business Bureau complaint ID#********
  Dear Hertz,                                                                                                   April 23, 2024
       Thank you for replying to the Better Business Bureaus inquiry made on my behalf.
       I do appreciate your good faith refund of $200.00; however, this refund amount only addresses part of my concern.  
       (This $200.00 is just shy of the $236.75 I had requested for 36 hours of lost rental car use during my vacation secondary to the cars malfunction/towing back to Hertz; I am willing to accept $200.00 for this and not quibble about the outstanding $36.75).
       There remains the issue of transportation from my hotel in ********* back to SFO for my return flight on Monday, March 4th.  
       How was I to transport myself and my family back to ************* without a car?  The rental car that I had secured for my vacation had been towed away.  What was I supposed to do?  There is no public transportation there in ***********; I had no contacts there to *** a ride with to SFO; Uber is nonexistent out that way.  
       So, I relied on my hotel to secure me transportation to the airport, which is a 2 hour ride from **********  The car service charged $405.00 to transport me, my wife and my son (and our luggage) to **********************  
       I have no control over how much a trip like that might cost.  Everything in *********** is pricey, so I suppose services like car service would be too.
       Please refund the $405.00 spent for my return to the airport.
       Respectfully submitted, *********************************
  
  
  
  
  Sincerely,
  
  ***************************************

  Business Response

  Date: 04/26/2024

  Complaint ID: ********

  RR#: 984180724

   

  The rental location management has advised there were no issues with the vehicle when it was rented to you. Therefore our position remains unchanged as we respectfully decline your request for reimbursement. 

  Customer Answer

  Date: 04/30/2024

   
  Complaint: 21524352
  
  I am rejecting this response because:

  I agree that the rental vehicle was in working order when it was picked up at SFO; however, it is clear that problems (?with the vehicle's battery?!) arose during the rental period, such that Hertz chose to have the vehicle towed from our hotel back to SFO, leaving no way for my family and me to drive back to SFO the following day for our flight home.  

  This situation necessitated a car service to drive my family from *********** to SFO on the morning of March 4th.

  Moving forward, I will be filing a claim in small claims court against Hertz for the $405.00 owed to me.  I would appreciate it if you would notify Hertz of this next plan of action.

  Thank you in advance.
  
  Sincerely,
  
  ***************************************

• Initial Complaint

  Date:04/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Rental record #********* I ******* have been renting a car from Hertz since Oct.2023.through an uber Hertz plan.This is a week to week rental which you use the car to work with Uber.Rented car from office mentioned in this form.My problems started Friday 3/22,when I visited this rental station with tire issues.The agent told me they do not exchange or repair cars and gave me a voucher to drive to Hertz partner to repair tires.Gave me voucher through text on my phone and told me to use this link for this and similar issues,so no need to go back to rental station.I have these transactions saved.carefully drove to tire shop ,shop need another authorization from station which was closed for the weekend.I tried the link,no responce,called Hertz roadside assistance, referred back to rental station.tried calling customer support,automated recordings.Drove car home to call rental station Monday when they opened.On Monday could not find a phone # to rental station.Confused then remembered the link the station agent used and told me use.Texting this link no responce,tried calling link # busy signal.called Hertz customer service, automated system referring to roadside assistance. Ya a Human explained I now have two flat tires,what happened with voucher.roadside supervisor **** referred me back to re ntal station as agreement is flagged. Now I'm stranded with two flat tires no spare and out of work for 4 days. Every day texting this link,customer service,calling customer service number ********************** only to be answered by automated recordings .E mailed customer relations explaining and they responded with complaints take 7-10 days to resolve.The only other responce is automated texts for me to extend and have enough available credit on my card.all these test I replyed only to automated return.unsafe,inoperable car parked for over a week,keeping from work 10 days.I feel like a hostage stranded by Hertz. Now billing my card and getting authorizations to cards limit.*****************************

  Business Response

  Date: 04/26/2024

  Complaint ID: ********
  Hertz RR#: 595148083

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

  We apologize for any troubles you encountered during your recent rental with Hertz through the Uber program. As these rentals are location specific and specialized contracts, your concerns were immediately shared with our Area Manager in ********* for their further review and assistance. They have since provided further information and state that at this time, the location phone system is down which is why you were unable to get through to the branch. We apologize for any inconvenience this may have caused. Our manager, ****** has attempted to contact you by phone 3-times regarding your rental as the vehicle was damaged and the contract had went a week overdue before it was returned. Our records show a voucher had been put in for the tires to be checked at one of our approved vendors; however, you did not proceed with repairs. 

  Our location can fully assist you and believes they can reach a fair resolution if you return their calls. We are pleased to see the branch is reaching out to provide assistance. 

• Initial Complaint

  Date:04/03/2024

  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.

  Rental Agreement number: *********. Customer Case Reference : ********. We rented a car through Hertz on 08/18/2023 from *** and returned it on 09/06/23 to ***. We got the vehicle professionally cleaned before returning it, yet was charged $500 for "cleaning fees". After complaining, Hertz agreed to refund $250 and said they have refunded it on Oct 15th, 2023 but we never received the refund nor an explanation why they were still charging us the additional $250. We chased and emailed multiple times, but Hertz said the case was being escalated and could not give any updates. They also informed us that there is a balance of $65.53 unpaid and it has *** passed to collections, but would not answer what this unpaid balance was for. In total we believe we are owed $500 as well as the collection amount to be erased.

  Business Response

  Date: 04/09/2024

  BBB Case #: 21523452
  RR# or Res#: ********************* is in response to *** *****************************.
  
  In review of our records, your balance at return was $995.18,however, your bank only paid $679.65 of this balance. This left an amount owed of $315.53, but a partial refund of the cleaning fee was refunded in the amount of $250.00. This was taken out of the $315.53 balance owed leaving $65.53. The $65.53 was sent to collections. Back in October we had confirmed with the location the cleaning fee total of $500.00 was correct, but as a customer service gesture we had refunded $250.00. As a further customer service gesture,we have waived the balance of $65.53 from collections. The claim is now closed, and you will not be held responsible. No further billing or collection offers will be sent to you.  Also, I have issued a refund for the remaining cleaning fee of $250.00 to your **** card used for the rental. Please allow 7-10 business days to post to your account. We apologize for any confusion or misunderstanding.
  
  Thank you for contacting us.
  
  

• Initial Complaint

  Date:04/02/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a Tesla from Hertz through the Uber driver program between May 2023 and October 2023. Throughout this period, I noticed discrepancies in the charges I incurred. Despite repeatedly requesting clarification through paperwork, Hertz only provided partial documentation or directed me to their website to set up an account. Upon returning the vehicle, I instructed my bank to block further charges from Hertz. Despite changing my ATM card, Hertz managed to charge my new card and even overdrafted my bank account, despite lacking overdraft protection. In January 2024, I finally received 14 invoices from Hertz totaling $11,522.72. However, Hertz also made seven additional charges outside of these invoices, totaling $4,173.02. The charges occurred on the following dates and amounts: #1-5-18-23 $379.14, #2-06-15-23 $341.07, #3-06-22-23 $528.19, #4-06-26-23 $875.56, #5-06-29-236 $341.07, #6-07-07-23 $1,233.13, and #7-08-17-23 $474.86. Despite my efforts to resolve this matter with Hertz, they insist the invoices are accurate while ignoring the additional charges. I have provided Hertz with my bank statements alongside their invoices to illustrate the accounting errors, but they have disregarded my emails entirely. I initiated disputes with my bank, ***** Fargo, regarding these charges, but unfortunately, the credits were reversed, leaving my bank account in the negative while I am traveling abroad with my family. Despite opening six cases with Hertz regarding this issue, namely #********, #********, #********, #********, and #********, no satisfactory resolution has been reached. Unfortunately, I am unable to pursue legal action in court due to my current overseas travel situation. I just want my $4,173.02 returned.

  Business Response

  Date: 04/12/2024

  Complaint ID: ********
  ********************** RR#'s: *********, *********, ********* & *********
  

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

  We apologize for any confusion caused regarding the charges billed for your past rentals with Hertz in our Uber program. Upon receipt of your inquiry, we immediately reached out to our Area Manager who assisted us with conducting a thorough review of the charges billed. Between your four rental contracts, which spanned from 05/09/23 - 10/19/23, your overall total charges should have been $13,553.91. We have provided a breakdown of the individual charges per rental contract below for your review: 

  RA ********* - 05/16/23 -06/06/23 - Total billed $2583.55 which includes 3 weeks of rental plus Tesla Rebill charges for charging the vehicle during the duration of the rental. 
  
  Collected: ****** on 5/18
  
  Collected: 474.86

             Collected: 496.43
  
  Collected: ******* on 7/7
  
  Total collected: $2,487.83

  RA *********- total owed= $2,448.02 (4 weeks + 3 extra days and rebill $832.22)
  
  Collected:341.07 on 6/15
  
  Collected:528.19 on 6/22
  
  Collected:341.07 on 6/29
  
  Collected:1237.69 on 8/10
  
  Total collected: $2,448.02 

  RA *********- total owed= $6,785.20 (12 weeks +1 day, EVBR $60 and tesla rebill $2,573.50)
  
  Collected:341.07 on 7/17
  
  Collected:341.08 on 7/27
  
  Collected:679.87 on 8/7
  
  Collected:341.07 on 8/16
  
  Collected:341.08 on 8/23
  
  Collected:341.07 on 8/25
  
  Collected:341.07 on 9/1
  
  Collected:341.07 on 9/14
  
  Collected:682.15 on 9/25
  
  Collected:3,035.67 on 10/4
  
  Total collected: $6,785.20

  RA *********- total owed= $1,832.86 (2 weeks +2 day and tesla rebill $448.04, EVBR $35 and smoking fee $500)
  
  Collected:575.21 on 10/20
  
  Collected:341.07 on 1/9
  
  Total collected: $916.28 (still missing $916.58 not invoiced/collected)

  The charges of your rentals have been thoroughly reviewed and are valid based on our investigation and review, in addition, we have received a full breakdown of these charges from our Area Manager at the location.  Our records show this information has been provided to you by our **************** team in response to multiple previous inquiries. We must advise that our decision and response remains unchanged. 

  Customer Answer

  Date: 04/17/2024

   
  Complaint: 21522410
  
  I am rejecting this response because:

  First, Hertz must be subjected to a thorough audit and investigation for potential fraud. If this company has overcharged me, it's highly likely that they have similarly overcharged thousands of other drivers in the Uber Program. Despite my persistent efforts to address this issue with Hertz through multiple emails and phone calls since January 2024, I've been consistently ignored and even disconnected.
  After four months of fruitless attempts, I finally received an email response on April 12th, asserting that the charges were accurate and that I owe them $441.72. However, on the Better Business Bureau, they're claiming a different amount of $916.58, without providing any invoices to substantiate these additional charges. Furthermore, they're demanding an additional $500 for a supposed smoking fee, despite my non-smoker status.
  It's imperative that Hertz understands that I cannot simply pay arbitrary amounts they claim without proper documentation. I can only acknowledge charges that are supported by invoices. Here are the facts: Since January, Hertz has insisted that there are no other invoices besides the 14 totaling $11,522.72. Of these, 13 match my bank records, leaving one outlier invoice in the amount of $2,583.55, which I suspect they will attempt to collect.
  Additionally, there are seven charges totaling $4,173.02 that lack accompanying invoices. The only resolution to this accounting discrepancy is for Hertz to reimburse my bank account with the exact amounts they withdrew. Subsequently, I will settle the $2,583.55 discrepancy. This is not an unreasonable request; it's essential to rectify this accounting error properly.
  I cannot allow a company to withdraw arbitrary amounts from my bank account without providing adequate documentation. An ethical company would acknowledge their mistake and rectify the situation. However, Hertz persists in deception and attempts to extort more money through these falsehoods. In the eyes of the law, only facts hold weight, and I have all the relevant facts documented.

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

  Business Response

  Date: 04/23/2024

  BBB Case 21522410
  RR No: *********, *********, ********* & 584920265
  
  This is a response to ***********************
  
  While I understand 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.Our decision on this matter has not changed. Please consider this our final response on the matter. No further inquiries will be responded to as we consider it having been fully addressed.
  
  Thank you for contacting us.

• Initial Complaint

  Date:04/02/2024

  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 rental through a 3rd party. My rental was a Kia **** or similar. I researched the car and they are electric and hybrid. I've rented from Dollar rental in past and it's been a hybrid. However when I arrived for pick up I was informed it total electric. I did inform the representative I'm not familiar with a electric car or comfortable with one. I asked for an alternate vehicle because I'm traveling to ******* and don't want to travel with a vehicle I'm not familiar with or comfortable with. The representative discouraged me changing my vehicle and only reference to that there will be an additional cause versus looking to see what was available and let me know if there was any cause in the changes. Since I started my travel today.I have stopped 3 times to charge This vehicle and still not at mydestination. I am medically and physically unable to sit in a vehicle for the amount of time that I have been sitting in which is a total of twelve hours. I contact customer service to look into my options to change vehicle at an alternate location. He was not helpful. He told me to go to airport location and see what they can do. Then as I was speaking he sat dead silent for 10 minutes and would not respond and finally hung up.

  Business Response

  Date: 04/09/2024

  Complaint ID: ********
  Dollar RR#: 111587394

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

  We apologize for any frustration or inconvenience caused to you by the vehicle provided.  Our records show you booked a Class E1 - Electric Vehicle and at the time of rent, our location provided a Class E1 - Electric Vehicle.  If a change from this vehicle class was requested, additional charges would be incurred for a vehicle upgrade. While we understand that charging an electric vehicle may cause some delays in travels, our records show the provided vehicle was utilized for the full duration of your rental period and a total of ***** miles were driven during your rental. 

  We have also reviewed the billing of your rental and can confirm you did not incur an additional days charges for the vehicle return the day after your scheduled return. The additional charges billed outside of your prepayment was for taxes and fees which are mandatory and cannot be waived. These were not included in your prepayment and had to be collected at the time of rent. 

  One point that we do want to address is the level of service that you received from our staff at the branch. All Hertz employees are expected to be friendly and courteous when assisting our customers. It is the minimum that our customers should expect. We are sincerely sorry that this was not your experience on this occasion. Rest assured this has been addressed with the staff involved.

  Customer Answer

  Date: 04/10/2024

   
  Complaint: 21522256
  
  I am rejecting this response because: I know what vehicle that was selected And your representative forced me to keep the car. However, when I arrived at the counter I did inform representative I did not want the car after discovering it was fully electric and asked for alternate vehicle. I was not informed that there were no alternate vehicles available. The representative insisted that I keep the car and did not provide me my options because of the concerns that I had regarding. Yes the vehicle was utilized for the duration of the rental period however, I made multiple attempts to switch out that car. I contacted your customer service on 3 separate occasions to find out about switching the vehicle out at my destination. I was hung up on each time because I requested a supervisor. This complaint was filed on the very day that I received the vehicle.My first phone call to customer service was on the very same day that I received the vehicle. 
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 04/15/2024

  BBB Case 21522256
  RR No: 111587394
  
  This is a response to *******************************
  
  Our records show that the vehicle was accepted and signed for at the time of pickup as documented on your Signed Rental Agreement (SRA). 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 Signed Rental Agreement the charges are valid, and no adjustment is warranted.
  
  Thank you for contacting us.