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

7,236 total complaints in the last 3 years.
2,327 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:06/24/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I rented a car from this location on 6/4/24. The rental price was $842.43. While picking up the car I asked if there would be any additional charges for dropping it off at the airport location about 15 minutes away. The employee behind the desk told me it would be a $75 charge at the most. After dropping the car off, however, they changed the entire rental rate and charged me an additional $814.22 without letting me know there would be a rate change. I have called Hertz several times, and they refuse to help in any way. I have tried to contact this location directly, and they won't pick up the phone and there is no voice mail. I would like the second charge of $814.22 reduced to the $75 I was quoted.
Business Response
Date: 06/26/2024
Complaint ID: ********
RR# 156846001

Thank you for contacting us. Please accept my sincere apology for any misunderstanding regarding the increase in your rental rate due to returning the vehicle to the airport rather than the airport location. While you were correctly charged as it is considered an unauthorized return, in the interest of customer service we have adjusted the rate and applied the one way fee of $75.00 plus applicable taxes. The refund to your credit card is $726.72, please allow up to 7 business days for the refund to post to your account.
Initial Complaint
Date:06/24/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I rented a Black 2022 ******* Elantra from the Hertz located at ************************************ on June 7th from Expedia for TD at 7:00pm. I drove the car to the **************** Ferries Terminal and boarded the ************** to travel to the **************. While the Ferry was docking I returned to car and noticed that the vehicle had aftermarket winter tires and were very bald. One tire had a large bulge in it that could have blown at anytime. Upon arrival to ********, we drove to the nearest tire center which was the Canadian Tire located in *******, ** and called the Hertz emergency line. They attempted to book us in to have the tires replaced but it was a Saturday and there weren't any tire technicians working on the weekend. Essentially there was nothing they could do.Returned vehicle to same location on July 9th at 7:00pm and informed the staffer that they rented me a car with unsafe tires. Employee said they would make a note. I was never issued a receipt but the $350 deposit was released a few days later. On June 15th a pending charge was put on my credit card of $64. Confused, I called the Hertz ************************** line and was told that they never closed the account when I returned the vehicle. They apologized and said they would look in to it. On the 16th of June, another pending charge of $69 was added to my card. on the 17th another pending charge of $69.These charges remain pending as of June 24th and no one has been able to help. One email has been sent claiming that they cannot find my rental record. I would like a refund for the hassle and distress this ordeal has caused me.
Business Response
Date: 06/26/2024
Complaint ID: ********
RR#: 941548075

Thank you for contacting. Please accept our apology for the condition of the tires you received. A review of our records indicates there was a delay with your rental being closed, this caused the additional authorizations on your credit card. Our records indicate the authorizations were released on 06/18/24. As a gesture of our apology we would like to mail you a $50.00 rental certificate. Please provide your mailing address so that we may mail it to you.
Please know that we take all customer concerns very seriously and I want to thank you for allowing me the opportunity to review this matter.
Initial Complaint
Date:06/24/2024
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.
I rented a vehicle from Hertz on 6/10/24 under rental record *********. From the first time I walked up to receive the keys until today 6/24/24 I have dealt with issues with hertz customer service firstly. Being that the website states one thing regarding rental agreements and when I called to ask about my agreement to make changes I was met with no assistance hung up on 3 times from 3 different representatives. I had to physically find a store while on my vacation to get the issue fixed. Additionally I have attempted to call hertz to discuss the charges associated with my account. Particularly the authorization hold they have on my account. Again their website states it will be released within 24 hours of the rental being returned. It has been almost 2 weeks and the charge still shows. The company provides no access to discuss billing with anyone or make correction and states that the customers bank has to make adjustment. My bank specifically stated that is not a bank issue as they did not start the charge. I am requesting a full refund on my rental due to the hardships and stress that hertz has caused. In addition I would like my account cleared of all authorization charges immediately as this could add future cost and impact my financial stability.
Business Response
Date: 06/26/2024
BBB Case 21893059
Rental Record 159951610

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

Our records indicate you were charged $434.47 for this rental. When a car is returned the rental is closed out. At that time the renter is charged what they owe (this one was prepaid) and the bank or credit card company releases any remaining funds from hold. Depending on your financial institution, it may take up 30 days to have the funds back on the account. We strongly suggest you speak again with your financial institution about when they have holds released back to an account. I apologize for any frustration or confusion with this rental. However, a refund is not warranted.

Thank you for contacting us.

Customer Answer
Date: 06/27/2024

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 as Hertz has reviewed and now released the hold. Though they tried to say it was my financial institution.

Sincerely,

***********************
Initial Complaint
Date:06/24/2024
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.
This review is for the reservations process after calling Hertz at 1-800-654-3131. I have been a loyal Hertz customer for years, but this past week has been a nightmare! Last week I attempted to book a rental online, as I am a Gold Plus Rewards member. I was not able to, and was getting an error message, and prompted to call an agent. I called on Tuesday June 18, 2024 and waited in queue for 45 minutes, and hung up. I tried again for 3 more days (June 19, 20, and 21), finally getting hold of an agent 4 days later. I spoke to an agent, advised them of the situation, and they said that they can book the vehicle for me. Perfect, sounds great. When I get the total for the rental it is ~$100.00USD (9% higher) more expensive than the price on the website. I advised that the price is much cheaper online. They advised that they cannot provide the lower price, nor add any discounts to get it to the webpage price. I asked to be transferred to a manager. I was transferred to supervisor Anne (Employee# 6331). She was polite, but said nothing can be done, and they cannot honor the lower webpage cost, nor could she escalate me too anyone. I advised that there must be someone else to escalate this to, and she told me to send a letter to the following address. Lettermail, really? Might as well tell me to throw my request in the garbage. To add insult to injury, she ends the call with, "Is there anything else I can do for you?" Anything else? You haven't done anything, but tell me you can't help me. So much for Gold Plus Rewards. Disgusted at this unacceptable level of customer service. I booked the reservation under ***********, so not to lose the rental, at a rate of $1,241.20 USD, but the website was giving me a rate of $1,564.21 CAD ($1,141.76 USD). I am requesting a billing adjustment for the difference of the webpage cost and the actual cost I was charged. Please see attached photos of the original attempted booking at the lower price.
Business Response
Date: 07/03/2024
Complaint ID: ********
Res#: ***********

Thank you for contacting us. Please accept my sincere apology for your experience and the long waits you had when calling our 800#. Your feedback will be shared with the appropriate management for internal review and correction as necessary.
In regard to your charges, please be advised a review of our records indicates your reservation has an estimated total of $1,403.00 CAD.

Customer Answer
Date: 07/04/2024

Complaint: ********
Hello,
Thank you for your email and response. I appreciate it.
I am rejecting this response because: It does not align with my actual reservation cost and I need clarification where you found the number $1,403.00CAD as a rental cost.
In the attached photo of my reservation, taken from the Hertz.com website, it shows that the cost of my rental is $1,241.20 USD. The current exchange rate of USD/CAD is 1.36 (07/04/2024 - 11:19AM EST) which converts the rental cost to $1,688.03 CAD at this moment. That is a difference of $285.03CAD. If my actual rental is $1403.00CAD, can you please reflect that on my actual booking or provide me with a letter which outlines the situation and what the booking cost should be, so I can show Hertz when I pick-up my vehicle?
I would like this issue settled as soon as possible. Thanks you for your time and attention to this matter.
Sincerely,

*********** *******
Business Response
Date: 07/12/2024
Complaint ID: ********
Res#: ***********

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

Our rates are subject to change based on availability of rental and other governing factors. Hertz continually reviews our rates to remain competitive. The rates, therefore, are subject to change without notice. Please be assured the most economical rate available at the time of rental was applied.

With the above in mind, I must respectfully decline your request for an adjustment of the daily rate, as it is not warranted.

Thank you for contacting us.
Customer Answer
Date: 07/24/2024

Complaint: ********

I am rejecting this response because: It does not address my original complaint. It has nothing to do with daily rates and its variability.
I will try to simplify this response in point form.
- When I wanted to reserve the vehicle there were two options, "Pay Now & Save" ($1206.37 CAD) or "Pay Later" ($1341.39 CAD). See attached Photo "Hertz Car Rental 1.jpg". The difference between the two options was $135.02 CAD.
- I decided to choose the "Pay Now & Save" option, however, when I selected it I was given an error. I called Hertz Customer Service and they advised that it was a website glitch and to wait and try it again later. I waited several days, trying everyday, and the website glitch was not fixed. I decided to choose the "Pay Later" option, not because I wanted to pay more for the rental, but because there was still a glitch on the website and I wanted to ensure I had a rental reserved. Note: Over these several days, the pricing did not change between the two options.
- I did not call Hertz Customer Service again, because I was on hold for over one hour the previous time I called. As a result I decided to reserve the rental as "Pay Later", so I can have piece of mind, and am now following up with Hertz to have the $135.02 discounted for the difference between the "Pay Now & Save" and the "Pay Later" options, which was cased by a website glitch, and not anything I have done.
I have been a Gold Plus Reward's Member for many years, and have always rented with Hertz. I am not asking for anything that is unreasonable, I am simply asking Hertz to honor what was offered to me when I reserved the vehicle, but I was unable to claim due to a website glitch. Why is Hertz penalizing me for a website error?
Please reconsider and make the appropriate adjustment. If this is resolved quickly, I am also willing to write a 5-star review for Hertz on Google.
Thanks you for your time and consideration.
Sincerely,

*********** *******
Initial Complaint
Date:06/24/2024
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.
Rental Agreement: 157072915Last Name: ********* Rental Start Date: 06/07/2024Pickup Location: ******* WASHGTN NAT'L AP Rental End Date: 06/09/2024Return Location: ******* WASHGTN NAT'L AP Toll charges were assed for $62.97 No tolls were incurred.No toll invoices sent No toll pictures with license plates submitted They gave me a different car than originally issued.They are accusing me of toll violations and charged my card with no evidence.Want apology letter and credit refund to credit card.,
Business Response
Date: 06/25/2024
Complaint ID: ********
RR#: 157072915

Thank you for contacting us. A review of our records indicates our toll processor did determine you were incorrectly charged for tolls. On 06/20/24 they issued a refund of $62.97 to your credit card. Please allow up to 7 business days for the refund to post to your account. Please accept my sincere apology for the error and any inconvenience caused.
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: 06/27/2024

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:06/24/2024
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 never rented a car I dont have a license to even rent one and they will not refund me
Business Response
Date: 06/25/2024
Complaint ID: ********
RR#: Unknown

We are unable to locate the rental in question with the information you have provided. So that we may assist, please provide the following information: 1. Reservation confirmation number or rental agreement/record number. 2. Beginning and ending dates of rental. 3. Location of rental (city/state). 5. Any documents to support your complaint/dispute. Once we have the updated information we will be glad to assist you.
Customer Answer
Date: 06/26/2024
I never signed any paperwork nor did I receive any notifications by email or phone. Most importantly I dont have a drivers license.
Customer Answer
Date: 07/03/2024

Complaint: 21892360

I am rejecting this response because:

I dont have anything because I never gotten a rental all I have is my bank statement and I believe they canceled my card
Business Response
Date: 07/05/2024
BBB Case 21892360

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

Unfortunately, there were no specific details included in your inquiry. I want to do a meaningful investigation but need more information to do so. Please specify your concern for better assistance.

Thank you for contacting us.
Customer Answer
Date: 07/09/2024

Complaint: 21892360

I am rejecting this response because:
Please see attached bank statement showing they charged my account.

Sincerely,

*************************
Business Response
Date: 07/15/2024
BBB Case 21892360

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

If you have not already done so, please report to your local law enforcement. Please provide a copy of the police report for review.

Thank you for contacting us.

Customer Answer
Date: 07/15/2024

Complaint: 21892360

I am rejecting this response because: the business charged me without my knowledge and without my consent

Sincerely,

*************************
Business Response
Date: 07/29/2024
BBB Complaint#********
Rental Record #H32349671

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

We sincerely apologize for the frustration that this experience has brought you. Rest assured that Hertz has conducted a full investigation, and as a result, we have provided a full refund for the associated charges. Please allow 7 - 10 days for the refund to post to your account.
If you have any more concerns or require any further assistance, please do not hesitate to reach out to us.
Initial Complaint
Date:06/24/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
In regards to claim #******* for a rental car from ***********. Despite having rented many cars, the persistent recommendations for early check-in and self-check-in were new to me. Eventually, I opted in due to the numerous prompts. While picking up the vehicle was easy, HERTZ provided inadequate information about inspecting the vehicles condition. No prior condition report or reminders for a vehicle walk-around were given. The poorly lit, congested, and noisy parking garage further complicated a thorough inspection.I picked up the car at 6:15 pm, drove 24 miles, and parked in a well-lit area at 7:30 pm, where I noticed a small, 3mm chip in the windshield. Assuming it was noted by your staff, I took a photo but did not report it due to insufficient instructions.The next morning, the chip expanded into a small crack when the A/C was turned on. I contacted your hotline and explained the situation. We chose to continue using the vehicle and returned it to CLT airport on 6/4.Before leaving, I showed the chip photo to a manager, who assured me the damage would not be my responsibility and provided a $50 credit (Cert #*******-2).2 weeks later, I received requests for my insurance information and a demand letter for $827.06 ($509.35 for damages and $317.71 in fees). I discussed this with your representative, ***********************, who stated I needed to dispute the claim despite the manager's assurances.Unfortunately, I deleted the chip images, trusting the managers assurances. I am consulting my attorney and insurance provider as I feel wronged by HERTZ. The self-check-in process should provide more comprehensive information. Immediate access to damage reports is essential for renters to know what to look for. The CLT staff should not reassure renters without following through, and credits should not be issued to placate customers without resolving issues. I urge changes be made to your system!I suggest amending the damage claim amount and await your reply.
Business Response
Date: 07/02/2024
BBB Case 21892249
Rental Record *********
This is in response to *****************,
I apologize for the delay. You are no longer responsible for the windshield damage for rental record *********. Damage claim ******** has been closed.
Thank you for contacting us.
Customer Answer
Date: 07/04/2024

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:06/24/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was charged weekly rental fee for a vehicle with sanitation issues (cockroach infestation) and damage that was reported and no fault of my own. During this time I was not able to use the vehicle for the purpose of driving for Uber and making income. I paid the extra fees to cover any charges. Which should have enabled me to be able to switch out my vehicle to a different one of the same make and model. However Hertz refused to switch out my vehicle stating it was company policy that they will not switch out vehicle if any damage occurs. I never signed a contract agreeing with this policy nor was I told of this policy verbally at my time of rental contract.
Business Response
Date: 06/26/2024
BBB Case 21885095
RR No: 115320041

This is a response to Wil Reid

Upon my investigation I have received confirmation that the vehicle was thoroughly cleaned and inspected before it was provided to you. Additionally, our records confirm that you were actively using the vehicle and making Uber trips through the entire duration of the rental.

When a customer experiences difficulties or is unhappy with their vehicle during the rental time frame. We recommend contacting ************************** (ERS) for on-rent support, ERS can arrange for an exchange, repair, tow, or make notes of your concerns. We do not have record that you contacted our ERS team regarding the condition of the vehicle.

Please be informed that adjustment credits and refunds are based on documented information, which, in this case, did not support compensation. Although this resolution is not what you prefer, I hope you will understand our position on this matter.

Thank you for contacting us.
Customer Answer
Date: 06/27/2024

Complaint: 21885095

I am rejecting this response because:
The vehicle had c*** ***** infestation before I picked up vehicle which was reported to your office on multiple occasions in which 2 different employees told me you could not exchange vehicle. There was cockroach trap under the seat front seats. I have reliable witnesses to this fact. If this is what you call clean and sanitary I would hate even more to know what consider dirty. The fact that youre lying about this shows further the car was hazardous. I would not be writing this if the car wasnt infested. I have photos unfortunately they wont upload. Also you kept extending my rental when the weekly minimum weekly rides were not close to being met.
Sincerely,

***************
Business Response
Date: 07/02/2024
Complaint ID: ********
RR#: 115320041

Our records indicate the vehicle was rented to you with no evidence of any issues. Although the resolution is not what you preferred, no additional action is warranted.??We regret we are unable to fulfill your expectations in this instance.??
Initial Complaint
Date:06/24/2024
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 4-19-2024 I arrived at the Hertz rental company to pick up my prepaid vehicle that I purchased insurance for prior to pick up. Upon viewing the contract I saw that the manager added liability insurance to my rental. I told her that I did not want it because Ive already purchased insurance. She said that since the rental is in progress she couldnt take it off. She said that she would take it off once it was returned. I called the location upon return and nobody answered the phone. I disputed the charges on my card and Hertz said that I received the charges due to overage on miles and late turn in of the vehicle. I showed my credit card company my receipt that displayed that I had unlimited miles and the vehicle was returned before the time it was due back to the location. Hertz then said the charges were for the added driver and liability insurance. I told them what the manager said and they said that they would contact the location and have the manager remove the charges. Again the charges were not removed and I disputed the charges again on my card. Hertz replied with the same excuse of the added driver and liability insurance. I called the customer service number and spoke to a representative name **** and he said he would not refund the charges because I signed the contract. I told him what happened and he still refused to refund the chains told me to go to the location to get a refund. I asked to speak to a supervisor and he said that no one was available and he would have them call me back. I asked for his supervisors name and he refused to give it to me. **** never took the best contact number for me so I knew that he would not advise his supervisor of this situation, I was told on the last contact with Hertz that a supervisor would handle the situation and never did. This location is taking people money people and lying about why they are charging people.
Business Response
Date: 06/25/2024
Complaint ID: ********
RR#: *********

Thank you for contacting us. We apologize for any misunderstanding regarding the ******************* Supplement (LIS). While your signed rental agreement does indicate you signed and agreed to LIS, in the interest of customer service I have issued a refund for the charge. The refund is $74.45 and can take 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.
Initial Complaint
Date:06/24/2024
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.
?Date of transaction: March 5, 2024 ?The amount of money you paid the business: *******CAD ?What the business committed to provide you: -Full-Size, SUV/Minivan, Auto 4WD, Air *** ****** Highlander or similar, ******* CAD 1 week at ****** CAD, ****** CAD 2 extra days at ***** CAD per extra,-Subtotal ****** CAD -Include Unlimited Kilometers Included ************************* Charge -Include Vehicle Licensing Fee and Road Tax -Sales Tax ***** CAD ?What the nature of the dispute is: -I already paid for **************** fee, Vehicle Licensing Fee and Road tax when I booked the car online. However, Hertz charged me extra ******CHF for **************** fee, Vehicle Licensing Fee and Road tax again at pick up in ******, ***********. When I contacted Hertz for the refund, they tried to modify the amount on the invoice or make up so called "policy" to make the unreasonable charges to be "reasonable". They can't provide documents to support themselves and try to distract me to other directions in the emails. Hertz is deceiving consumers for arbitrary charges. ?Whether or not the business has tired to resolve the problem:-Hertz Switzerland and Hertz Canada has not tired to solve the problem even though I have contacted them via email. Hertz is not being professional that they did not respond to my concerns until I had explained for 3 to 4 emails, and my emails were replied with disrespectful attitude. ?Account/order/tracking number:?-Reservation number: K7881286862 -Rental record number: *********
Business Response
Date: 07/08/2024
Complaint ID: ********
********************** RR#: 357646273
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 or concern regarding the charges billed on your recent rental with our partners in ***********. The Hertz location in ****** is an independently owned and operated licensee franchise location. As such, the owner of this location processes their own billing and invoicing. In addition, the owner of his location purchases, insures and maintains their own vehicle fleet. Therefore, any inquiries regarding billing must be directed to the licensee directly. Our records show our licensee partners in ****** have provided a response directly to you regarding the billing of your rental. This response was sent on 06/24/24 and we are providing information from this response below.
The voucher base of your rental is the voucher value without the tax which was a total of ****** CHF. The voucher *** represents tax on the total voucher value, the *** would be ***** CHF which added to the voucher base would be ****** CHF with is considered the total voucher value. The full voucher value of ****** CHF was used in your booking. However, your total rental costs were ******* CHF therefore, removing the ****** CHF leaves a final rental cost remaining of ******* CHF. This amount includes optional items that were not included in your prepayment such as Loss Damage Waiver (LDW), Theft Protection and Super Cover Damage Waiver (SCDW).
The charges for your rental have been thoroughly reviewed by our offices as well as our licensee partners and the charges are valid.

Customer Answer
Date: 07/09/2024

Complaint: 21891436

I am rejecting this response because:

Thank you for following up my case. Please see attached file for all the email conversations between me and Hertz. (Updated Hertz Records)

I received a last response on July 6, 2024 from Customer Correspondence Administrator **************** I already sent her a reply that I did not accept their final decision as they did not hear me or answer my concerns with respects. If you read all the conversations in the Updated Hertz Records, you will see the charging fees in Rental Record, drop-off record, and invoice are not matching to what they were saying in the emails.

Apparently, they were making up numbers and stories to cover their fault of arbitrary charging fees. I was misleading at the pick-up counter and I need my Vehicle License Fee ******* with ******* which is *****CHF and **************** Fee ******CHF back to my credit card.

Thank you for your help.

*********** MO
Business Response
Date: 07/15/2024
BBB Case 21891436

This is in response *********** Mo,

I apologize for any confusion concerning this rental. The referenced surcharges are mandatory. They are valid charges, and no refund is due.

Thank you for contacting us.
Customer Answer
Date: 07/16/2024

Complaint: 21891436

I am rejecting this response because:

I was misleading by Hertz both online and at pick-up. In my confirmation email clearly indicated the price I paid including location service fee, and the location service fee at pick-up was not mentioned at all. I thought the price *******CAD was acceptable with unlimited kilometers, location service fee and vehicle licensing fee and road tax. And it said price guaranteed. If I knew the location service fee was not fully covered in my prepaid, and I still need to pay extra 22% of the total amount insurance and other fees, I would NOT choose Hertz for renting a car!! Other car rental company is charging 20% location service fee. I chose Hertz because I thought Hertz offered a competitive price. Unfortunately, the company Hertz is misleading and deceiving consumers.

Sincerely,

*********** Mo
Business Response
Date: 07/22/2024
Complaint ID: ********
Hertz RR#: 357646273

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

As stated, The Hertz location in ****** is an independently owned and operated licensee franchise location. As such, the owner of this location processes their own billing and invoicing. In addition, the owner of his location purchases, insures and maintains their own vehicle fleet. Therefore, any inquiries regarding billing must be directed to the licensee directly. Our records show our licensee partners in ****** have provided a response directly to you regarding the billing of your rental. This response was sent on 06/24/24 and we are providing information from this response below.

The voucher base of your rental is the value without the tax, which was ****** CHF. The voucher *** represents tax on the total voucher value, the *** would be ***** CHF which added to the voucher base would be ****** CHF with is considered the total voucher value. The full voucher value of ****** CHF was used in your booking. However, your total rental costs were ******* CHF therefore, removing the ****** CHF leaves a final rental cost remaining of ******* CHF. This amount includes optional items not included in your prepayment such as Loss Damage Waiver (LDW), Theft Protection and Super Cover Damage Waiver (SCDW).

The charges for your rental have been thoroughly reviewed by our offices as well as our licensee partners and the charges are valid. We do consider this matter fully addressed.

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