ComplaintsforHertz

• Initial Complaint

  09/30/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On September 20th my Wife and I flew into Oklahoma City, Ok. On Arriving at the Hertz rental car desk we were notified that they had given all the cars on a first come first serve basis. We had reserved our car on Aug 20th and had a confirmation number ***********. We had also paid in advance, $188.77. We were told they could not help us. We had to take an UBER to our hotel, at a cost of $44.82. The next morning 21 Sept. we had to rent another vehicle and take another UBER, $23.98. I want a refund of $188.77 that has not been credited to my account, and UBER fees of $68.80

  Business response

  10/09/2024

  BBB Complaint: ********
  
  Reservation ID: ***********
  
   
  We appreciate you allowing us this opportunity to review your concerns regarding your rental experience.
  
  Please accept our sincere apology, that the location did not have your reserved vehicle available when you arrived. We have processed a refund for the prepaid amount of $188.77 to your visa ending in ****. This will post to your account within the next 7 business days. We will also consider reimbursing your Uber charges if you may provide receipts of those charges.
  
  Knowing that we take all our customers' concerns seriously, I want to thank you for letting us review and address them. 
  

  Kind Regards

  Customer response

  10/09/2024

  
  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

  09/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I rented a car from Hertz last minute because my flight from Dallas Tx, (DFW airport) to Oklahoma City (OKC) on Friday, July 19th was cancelled due to the Crowdstrike/microsoft computer outage. However, I made a mistake on the reservation and listed DFW as the return airport instead of OKC. I did not realize this until I returned the car. My complaint is that I returned the car on the correct date/time, July 21st at 16:15 pm with a full tank of gas, but at the wrong airport. Hertz has charged me for an entire week instead of two days! I returned the car to Oklahoma City airport, (OKC) on July 21st at approximately 16:15 pm. I flew from OKC to MDW (Chicago) SW airlines flight ****, then MDW to AUS (Austin Tx) SW airlines flight ****. I live in the ****** area. Hertz has charged me $784.01 for an entire week of rental, reporting that I did not return the car on 9/21/2024 but on 9/24/2024 at 09:55 am, three days late. I believe this error must be related to the computer problems of that week. I can prove I flew out 7/21/2024, I can prove I was not in Oklahoma on 7/24/2024 as I was at work in ******, Tx. This rental should have cost approximately $230, not $784. I wish to be refunded for the additional 5 days wrongfully charged to me but agree to pay a reasonable one way fee. I have also included a screen shot of what the DFW-OKC two day rental would cost if I booked another trip. $228.61. Huge Difference. Hertz is trying to scam customers.

  Business response

  09/24/2024

  BBB Complaint: ********

  Rental agreement: *********

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

  After reviewing the customers rental agreement and documents, we do show the vehicle was returned on time. We have processed a refund in the amount of $565.82. Please allow 5-7 business days for the funds to be returned to the customers account. 

  Thank you for contacting us. 

   

  Customer response

  10/09/2024

  
  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

  09/12/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I rented the car for 24 days and then added 4 days. The price in the first contract was USD1244.52 and in the second USD249.62. When I returned the car I was charged additional 204.24 (divided as 102.12+102.12). See attached documents. I don't see the reason for the addition. It seems as if two days of rental were added. The rental agreement number is **********, location Tocumen Airport, Panama.

  Business response

  09/12/2024

  BBB Case ******** 
  RR No: HTO2043859 
  
  This is a response to ****** ******, 
  
  I apologize for any misunderstanding regarding your final invoice and extension. Please note, in accordance to the Terms and Conditions of the Signed Rental Agreement (SRA) if any changes or alterations are made to the original contract the rates and cost are subject to change. This is including but not limited to extending a rental, returning early, or changing the return location. Our rates are based on vehicle availability and may fluctuate depending on the demand of the vehicle class rented. By signing the rental record, you are agreeing the terms, conditions and rates billed for the rental. It is the customer’s 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 SRA the charges are valid, and no adjustment is warranted. 
  
  Thank you for contacting us. 

  Customer response

  09/13/2024

  
  Complaint: ********
  
  I am rejecting this response because: The rental contract was not extended.   I was told by your agent that an extension is not possible and the new period of 4 days was another a different new contract.
  
  Sincerely,
  
  ****** ******

  Business response

  09/16/2024

  BBB Complaint#********                
  Rental Record#**********
  
  This is in response to ****** ******.
  
  Thank you for reaching out regarding the additional charges on your rental. According to our records, you extended your rental for 4 more days. While the initial extension covered additional days until August 25 at $102.12 per day, it appears there were two more days that were not initially accounted for. These additional days, along with extra charges for cleaning and Panapass, total $256.58.

  Customer response

  09/16/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** ******

  Customer response

  09/25/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  

  Hertz claims:  "it appears there were two more days that were not initially accounted for. These additional days, along with extra charges for cleaning and Panapass, total $256.58."

  First, this is wrong, I had two contracts, the first pre-paid 24 days, the second for additional 4 days as I have attached.  There are no (two) more days!  Second, I am not responsible for cleaning the car - there was mud on the floor inside, this cannot be avoided in the rainy season in Panama, especially after renting the car for almost a month.  The person in the airport mentioned the mud and said the charge is $50, I objected, and he promised to try and cancel it.  Last,  Panapass costs $15 which cannot explain how they reached the amount of $256

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

  Business response

  10/10/2024

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

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

  We regret our previous correspondence was not satisfactory; however, our licensee owners over the Oxnard location who process their own billing and invoicing has confirmed the charges are valid. Hertz vehicles are serviced and cleaned before being assigned to customers.  Customers should return the vehicle in the same condition as rented.  We completely understand a customer may not wash/vacuum the vehicle prior to return to remove normal road grime, etc.  As stated in the Terms and Conditions, if the vehicle requires more than Hertz's standard cleaning on its return, Hertz may charge the customer for the actual costs incurred to have the vehicle cleaned.  The charges for this rental have been reviewed and are correct.

  Customer response

  10/11/2024

  
  Complaint: ********
  
  I am rejecting this response because: Hertz representative told me that cleaning normally costs 75$ but because the rent period was long it will only be $50.   I objected and he promised that he will try to completely remove it.   Anyway, I was charged over $200 additional fees, and when looking at the bill it is clear that two days of rental were added.  It says nothing about cleaning.  I sincerely suggest that Hertz admits the error and refund the erroneous charges, and we forget about this unfortunate case so that I can continue being their client.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  09/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Complaint Summary: Hertz charged me for 7 extra days while the car was stolen from their lot. All attempts to resolve this issue with Hertz have failed. Additionally, I am being charged for two red light violations issued by Seattle PD during the time the car was stolen.Complaint Details:I am writing to file a formal complaint against Hertz concerning a recent rental experience that has resulted in unjust charges, poor customer service, and additional penalties for traffic violations that occurred while the car was out of my possession.On July 5, 2024, I returned my rental car to a Hertz location on the 6th floor of their parking facility. As a President Circle member, I followed my usual practice of leaving the key inside the car, assuming this was the correct drop-off process since there were no clear instructions indicating otherwise.A few days later, I noticed Hertz had placed daily holds of $100 on my credit card. Concerned, I contacted Hertz corporate, who informed me that they had emailed the location to close my rental contract. Unfortunately, the location ignored these emails, leading to continued charges.When I visited the location in person to resolve the issue, the manager informed me that the car had been "stolen" from their lot and insisted it was my responsibility since the contract was not officially closed. He advised me to file a police report. I did so, and the report was filed under Case Number ********* by Officer Matthew, Badge Number 8386. However, the police informed me that only Hertz, as the vehicle owner, could officially report it stolen.I returned to the Hertz location to have the officer speak directly with the manager. The manager was initially dismissive, prioritizing other customers over my situation. After persistent requests, he finally spoke with the officer. Despite this, I was charged for an additional 7 days, during which the car was missing.

  Business response

  09/04/2024

  BBB Case #: ******** 
  RR# or RES#: ********* 
  
  This is in response to **** *****. 
  
  After a thorough review with our Seattle, WA downtown location, you returned the vehicle after hours and left the keys inside the vehicle. Our locations that allow after hour drops have a drop box or a drop slot to place the rental agreement and keys. The customer is responsible for the vehicle until the location reopens and the contract is closed out. The extra day charges are correct, and no refund is warranted. Although it's understandable that this is not the outcome anticipated, we ask that you understand our position in this matter. 
   
  Thank you for contacting us. 

  Customer response

  09/04/2024

   
  Complaint: ********
  
  I am rejecting this response because:

  I returned the car around 3:30 PM, which is not after hours. The location should check their cameras to verify this. There is a dedicated parking floor for Hertz, and as I drove the car up each level, it was clearly marked where to park. However, there were no signs indicating what to do after dropping off the vehicle.
  
  As a President Circle member who has rented cars from Hertz for several years, I followed the standard protocol of leaving the key inside the car, as is common practice at airports. If the car was stolen from Hertz's secured parking lot, which the manager confirmed from camera footage, it is Hertz's responsibility to address the situation and pursue a claim with their insurance. The car was rented with full coverage, yet I am being penalized for this incident.
  
  I am exploring all available avenues for a fair resolution and will consider taking this matter to Washington small claims court if Hertz continues to resolve this issue solely at their convenience.
  
  Sincerely,

  
  **** *****

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

  Business response

  09/04/2024

  BBB Case ******** 
  RR No: ********* 
  
  This is a response to **** ****** 
  
  Could you please provide verification of the return date such as a return flight ticket? 
  
  Thank you for contacting us. 
  

  Customer response

  09/04/2024

   
  Complaint: ********
  
  I boarded a Royal Caribbean Cruise Ship on 7/5 at 4PM. Attached is the cruise booking confirmation as well as the Cruise statement. You can get this confirmed with Royal Caribbean at royalguestrelations@rccl.com
  or by calling 800-256-6649.
  
  Sincerely,
  
  **** *****

  Business response

  10/03/2024

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

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

  After reviewed our records, while the charges are considered valid, we are processing an adjustment as a one-time gesture of customer service. Please allow up to 5-7 business days for the funds to show on your billing statement. For future reference, customers are responsible for the vehicle until the location check's in the vehicle and the final invoice generated. In this case, if the vehicle was dropped within the locations standard hours of operation, the keys should be returned to the agents at the rental counter. If returning outside of business hours, at locations which allow for after-hours returns, the keys need to be left in the designated drop-box. While some airport locations allow for the keys to be left in the vehicle, the parking facilities at airports are secured while many off airport locations do not have secured parking structures. Further information about a customers responsibility pertaining to the vehicle can be found within the Rental Terms & Conditions which are available on your rental contract as well as within our website. 

  Customer response

  10/09/2024

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

• Initial Complaint

  08/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hertz failed to recover my belongings after repossession of the Black Chevrolet TRAC on August 9, 2024. After countless amount of calls to this Manchester Hertz location no one has made urgent efforts to make sure I get my belongings back. At this time they have stopped answering the phone at that location. I have been unable to contact the General manager or get any response from customer service. I was also charged additional fees while the vehicle was no longer in my possession. Fees that I was told would not be refunded. No lost and found claim is needed to be made because I was told that my belongings were in the vehicle but it was just being serviced. Now one week later Ive been told otherwise. I have valued items that I expressed to the employees at Hertz ********** location. Please help with this matter.

  Business response

  09/01/2024

  RE: BBB Complaint #  22220229
  
  Dear Mr. *************** class="SCXO180557123 BCX0" style="margin: 0px; padding: 0px; user-select: text; -webkit-user-drag: none; -webkit-tap-highlight-color: transparent; white-space: pre !important;">Thank you for taking the time to reach out to us regarding your complaint. We understand how distressing it can be to realize that personal belongings have been left behind, especially when they hold sentimental or monetary value. Your concerns are important to us, and we appreciate you bringing this matter to our attention.
  In accordance with the Terms and Conditions of the rental agreement, The Hertz Corporation is not responsible for personal property left in our vehicles. This policy is in place to protect the privacy and personal belongings of all our customers. However, we understand that mistakes can happen, and we want to do our best to assist you in this matter. 
  If items are found in our vehicles, we allow them to be kept in our lost and found at the location for a period of 30 days. This gives our customers a reasonable amount of time to claim their belongings.
  To assist you further, we have a dedicated lost and found site where you can check if your items have been found. Please follow the following link to our lost and found site: *********************************************************************************************************************
  We truly appreciate your understanding in this matter and the chance to review your concerns today. We value your business and are committed to providing you with the highest level of service. If you have any further questions or concerns, please do not hesitate to contact us.

  Customer response

  09/01/2024

   
  Complaint: 22220229
  
  I am rejecting this response because:
  I am aware of the policy very well. Hertz employees at certain locations must not be familiar with the policy and maybe staff should be looked at. If a car is alleged to be placed at lost & found where are my belongings. At the ********************************* location Ive tried to recover the items since the day the car was repossessed, Thursday August 8th. Staff at this location informed me that customers could not go to the destination in which the car was being taken to and to follow back on Tuesday but I essentially called the next day on Friday because I wanted my belongings. 
  Sincerely,
  
  ***** *****

  Business response

  09/01/2024

  RE: BBB Complaint #  22220229
  
  Dear Mr. ****************** accordance with the Terms and Conditions of the rental agreement, The Hertz Corporation is not responsible for personal property left in our vehicles. Please reach out to the location directly for further assistance with your belongings. Please also follow the following link to our lost and found site to see if your items have been found. *********************************************************************************************************************

  Customer response

  09/01/2024

   
  Complaint: 22220229
  
  I am rejecting this response because:

  The vehicle was taken, I myself didnt personally leave any property behind. So again back in reference toward Hertz policy I would then have 30 days to recover anything from lost & found. I have been reaching out to the location and customer service daily and received no urgency towards this issue. None of my property made it to the location for lost & found so it was either stolen or should still be at the location. Correct? Upon speaking with multiple employees at this Manchester Hertz location if the policy was followed I should have my property. 
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  08/28/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  My wife (Ms. ***** ****) and I called Hertz for a car rental for our 9-day trip to Halifax, NS. We were told that either my wife or I could make a reservation and we could place either person as primary driver and pay to add anther driver if we wished. My wife took their word and made a reservation. On Aug. 16, we picked up the car and paid $162.47 (see attached) to add me as secondary driver in Halifax. Unfortunately, my wife was not feeling well the same day and I had to drive all the time. Therefore, in the afternoon, my wife tried to call Hertz and cancel the secondary driver addition. However, Hertz customer service refused the cancellation with refund, and said only the person making the reservation (my wife) could be the primary driver. We were shocked: this was NOT what we were told before making the reservation, in that we were assured that either one of us could be the primary driver and it was interchangeable. We felt we were cheated and the Hertz customer service was unfair and insane! I continued to contact Hertz customer service (Love F.) by email (executivecustomerservice@hertz.com) after the trip. But again, Hertz refused to refund us and claimed we “need to cancel the contract and book a whole new reservation”. This was NOT what Hertz told us before the rental reservation, and it was NOT stated in the rental agreement, and NOWHERE in the rental agreement said “the primary driver should be changed before picking up the rental” (as claimed Hertz customer service) either! Hertz is doing business with dishonesty, and scam customers when we tried to cancel service no longer feasible to us! It will be highly appreciated if BBB could correct Hertz’s misconduct and have our unused service payment refunded. Please kindly let me know if you need more information.

  Business response

  09/09/2024

  BBB Complaint # 22208292
  
  RR # 943408115 

  
  Thank you for contacting us. We apologize for the inconvenience caused by the billing issue. Our records indicate that this is a third-party prepaid rental, and we cannot change the name on that type of agreement. In the interest of customer service, a refund of $139.72 was processed on 9/9/2024. Please allow up to 7 business days for the refund to appear in your account.

  Customer response

  09/09/2024

  
  Better Business Bureau & Tawnia:
  
  I have reviewed the response made by the business in reference to complaint ID 22208292, and find that this resolution is satisfactory to me.

   

  Many thanks for your effort to make businesses more fair with protection for customers.
  
  Sincerely,
  
  *** ***

• Initial Complaint

  08/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  With my Job per **** I rented a electric vehicle to work. I paid the money and set off to work. Each week I had the alloyed money ready for hertz to pull or hold. The next week there only held $181 I left the money untouched. The week after $95 the $45 that week. On the 3rd week on Thursday I received a call stating to go to hertz and tell them to uo to date your account I said okay and I let them know the money was there and they told me something was going on at the facility (Illegal) and asked me if I would go up there. Well I went and let them Know they said okay. The following Monday the vehicle was towed and I was charged 1, ******. Also to add other **** drivers while charging my vehicle approached me asking and stating that there money too was not taken out and there were scared of repossession. I replied my money is in my account as well. This was a week before the strange call. I'm asking for a refund I didn't deserve what ever is happening within your company! This is a very huge burden as a single Mother of 4 who Is now walking children to school and all my money that is coming in is pay off the debt charged to me unrighteously. #Undeserved I have not received receipt but I do have bank account screenshot of week 3. I rented from ***********, **

  Business response

  08/31/2024

  RE: BBB Complaint # ********
  RR # *********  
  
  Dear Ms. *********** style="color: rgb(8, 7, 7); font-family: -apple-system, BlinkMacSystemFont, "Segoe UI", Roboto, Helvetica, Arial, sans-serif, "Apple Color Emoji", "Segoe UI Emoji", "Segoe UI Symbol"; font-size: *******px; white-space-collapse: preserve-breaks;">
  As stated on page one of your rental agreement, the approximate total is an estimate that assumes you will rent and return at the locations and times indicated. As the rental no longer met the conditions of the contract when the vehicle was returned to ***, the contract rate no longer applied. This rental was not extended or returned at the agreed time. These terms were signed and agreed to on your Signed Rental Agreement. I understand this is not the outcome you had hoped for; however, after our review, we found that the charges have been correctly invoiced. The most economical rate available has been applied. I appreciate the time you have given me to look over your concerns. Please have a good week!

  Customer response

  08/31/2024

   
  Complaint: 22205442
  
  I am rejecting this response because:
  Your reading the wrong complaint please reread the complaint. I rented from Dfw and I only had it 4 weeks not 27 the money was in my account to be taken out and it was not taken out so it was repossessed. What are you Talking about? 
  Sincerely,
  
  ****** *******

  Business response

  09/01/2024

  RE: BBB Complaint # ********
  RR # *********  
  
  Dear Ms. **************** vehicle was due 7/31 @ ********** **. When the authorization for the next week was denied, the rental was not extended. The rental was then kept until 8/14/2024. As stated on page one of your rental agreement, the approximate total is an estimate that assumes you will rent and return at the locations and times indicated. As the rental no longer met the conditions of the contract, the contract rate no longer applied. This rental was not extended or returned at the agreed time. I understand this is not the outcome you had hoped for; however, after our review, we found that the charges have been correctly invoiced. I appreciate the time you have given me to look over your concerns. Please have a good week!

  Customer response

  09/01/2024

   
  Complaint: 22205442
  
  I am rejecting this response because: I was told I could extend up to 27 weeks after agreement! The money was available in my account every week ok time. The money was not taken out of my account I even went up there to make sure they set my account up to be current and they did not. As previously stated I even received a call stating that something was going on at the location and go up there and ask them to make set my account current to take the money. They still did not even money that was held was released back into my account. Sorry but your workers did not in fact do there job and you are trying to hold my accountable to your preset rules that even you did not abide by I ask for a refund. That should have not happened to me. You need to evaluate that location cause its happening to multiple people !
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  08/22/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I rented and prepaid for this car rental for my daughter, ******* ****. The Hertz rental agreement was for "Unlimited Mileage" (see attached agreement) Gas tank on return was completely full. (see attached photos - gas station receipt and gas gauge matching the mileage on return) Despite being an "Unlimited Mileage" rental, mileage was charged for every mile driven during rental. (see attached Hertz receipt) My daughter had to paid the extra $166.24 on return, despite the full tank and unlimited mileage rental agreement. I have previously submitted this evidence to Hertz through their "Verify@hertz.com" email address and waited over a month for a reply. When I emailed them again about the refund, Hertz refused to refund the charge sending a stock email claiming that they had to put gas in on return to fill the tank. NOTE: That is a proven lie based on the documented evidence, and it doesn't even match the charges on the receipt.

• Initial Complaint

  08/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  To save you time, I will detail the issue via bullet points:- I rented a car in January of 2023. - I returned the car to Hertz on Jan 23, 2023 in the morning. They completed an inspection with me, confirmed the car is undamaged, gave me my receipt and sent me on my way. - A few days after, I think the 26th of January they call me saying I damaged the car, and I need to pay a large sum of money. - I ask them if there was damage, how come no one noticed during the inspection when I first dropped off the car, to which they give no answer. - I obviously decline to pay and say that I will not be paying for any damage other customers or ********************** employees have caused.- In Early April of 2023, I'm contacted by ***************** agent **** house. - I call her, and explain the situation. I also point out how my receipt is dated jan 23, and they re report is dated past that. - She also realizes that there is a difference in kilometers from when I dropped off the car to when Hertz filed a claim. - She says she'll investigate. She calls me back a few days later saying that they will be dropping the claim, and taking responsibility.- Today (August 20, 2025) I received an email asking for payment regarding the same claim. I call the number, and explain everything. - They said the new agent in charge of my case is away from her desk, and will call me back later. I don't want to settle this again with them, only to receive another email next year reviving this claim. This keep telling me pay or we'll send it to collections, which would hurt my credit. They're basically blackmailing me by holding my credit hostage. I'd really appreciate BBB's help in resolving this issue.

  Business response

  08/21/2024

  BBB Case 22171567 
  RR No: 920705380 
  
  This is a response to ******* ******, 
  
  Due to this rental being over one year old, our systems can no longer access the billing details. Therefore, I am unable to process a refund to this account. Please note our systems can only review billing issues for 6 months and we only hold invoices for 2 years. We also do not have record of the charges being dropped nor that you had contacted us regarding this. While I regret this is not the desired outcome, I hope you will understand our position in this matter. 
  
  Thank you for contacting us. 

  Customer response

  08/21/2024

   
  Complaint: 22171567
  
  I am rejecting this response because: You have submitted me to Hertz Claims with claim number: ********. You guys via "Da series" talked to me about my claim in April of 2023, and told me it was resolved via phone. A few days back, you guys suddenly reactivated the claim and sent me countless email communications requesting 3000+ in "damages". If you want to rectify this situation, simply withdraw the claim from Da services.
  
  You guys via "da services" are threatening to ruin my credit on every message. This is very hostile, and intimidating.

  I returned your car on Jan 21st, you guys completed your inspection per the "quality control services" report on January 24th. You guys first contacted me January 26th. If there was damage aren't you supposed to report it within 24 hours or the next business day? You guys took 72 hours or 2 business days to make damage allegations during which time your car was parked in open lot.

  Furthermore, you guys gave me a receipt clearing me from responsibility when I dropped off the car. 

  I have attached the reports to this thread.

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

  Business response

  08/23/2024

  Complaint ID: ******** 
  
  This is in response to **** *******. 
  
  I truly regret the inconvenience this matter has caused you. I have contacted the Damage Claims Manager to review this claim and have a claims agent follow up with you directly.  
  
  Thank you for contacting us. 

  Customer response

  08/27/2024

   
  Complaint: 22171567
  
  I am rejecting this response because: I received another email today from my original claims officer ******* ******** requesting payment again. I know that you guys are justing trying to stall this so you can just this matter to collections. It's really disheartening to be treated like this. 
  

  I ask that before you reply to this matter via BBB, you actually resolve it within the hertz company claim department. My claim number is: 39930684
  
  Sincerely,
  
  **** *******

  Customer response

  09/05/2024

   
  Complaint: 22171567
  
  I am rejecting this response because:

  Hi,
  
  I was contacted by ****** ******* from hertz executive customer service on Wednesday, August 28th regarding this complaint. He informed me that is going to close out the claim. While he was in the process of requesting a document from you, our line got cut. I assumed he would call back but he didn't. I tried getting in touch with him so many times, but the number he called asks me for his extension which he didn't provide. I've tried my luck with other extensions, but I keep going to voicemail. I have also emailed executive customer service a few times, but they haven't replied. 
  
  All I would like is confirmation that this has been resolved. ****** said he would send that to me, but he hasn't yet. I appreciate your help in this matter.

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

  Business response

  09/06/2024

  BBB Case 22171567
  Rental Record 920705380
  
  This is in response to **** *******,
  
  I apologize for any misunderstanding. The agent was having your case reviewed to see if the claim could be closed. Our ***************** reviewed and declined to close the claim. The funds are still owed for the damage. 
  
  Thank you for contacting us. 

  Customer response

  09/06/2024

   
  Complaint: 22171567
  
  I am rejecting this response because:
  

  Not only are you rejecting the facts of the case, you are also going back on your word. 

  You guys have twice told me the matter has been handled and twice reopened it. This time around I recorded my conversation with ****** where he identifies himself as a representative of Hertz and repeatedly says "I'm going to close this out for you". 

  If you choose to pursue this, I have full evidence of you representative saying this matter has been closed. When you guys send me to collections, you won't be able to prove your claim because I have the recording. I also know that you re supposed to alert the client of damage in 24 hours or the next business day, both of which were violated in my case.

   

  I request Hertz confirm this has indeed been closed.

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

  Business response

  09/27/2024

  BBB Case 22171567 
  RR No: 920705380 

   

  We apologize for any confusion. This matter was addressed via a telephone call with our ************************** on 09/06/24. There is no record stating you were ever told that the damage claim was closed. You stated you were contacted on 01/26/23 and told there was damage found on the vehicle, you stated you denied the damage was caused by you. In May 2023, you stated you were contacted by our Claims agent again stating they were contacting you regarding the damage claim. At no time were you ever told the claim was being closed. As this claim is a valid claim, you must contact our Claims team regarding payment. 

  Customer response

  09/30/2024

   
  Complaint: 22171567
  
  I am rejecting this response because:

  ****** ******* from *************) Hertz Executive customer service reached out to me and said they will drop the claim in late august/early September. He was in the process of sending me a written confirmation, but we got disconnected. Since then, I spoke with the office of the CEO and they said joshsua he never mentioned closing the case at all. The truth is people keeping giving me false information because you all know I didn't cause this damage. 
  
  All the interactions aside, you guys did not contact me from early 2023 to august 2024. The incident took place in January 2023. I had insurance with my credit card (shown on my rental record) which covered me for a year. Since you guys reactivated the claim so late, now my insurance can't pay and thus I have to pay out of pocket now. This is very bad, essentially I am paying for your negligence. I am recent graduate from university with tens of thousands in student loan debt, and I'm unemployed. You guys requesting such a large amount in damages that I didn't cause is very disheartening. 
  
  Sincerely,
  
  **** *******

  Business response

  09/30/2024

  BBB Case 22171567 
  RR No: 920705380 
  
  This is a response to **** *******, 
  
  Please be informed that adjustments are based on documented information, which, in this case, did not support compensation. Please note our systems can only review billing issues for 6 months and we only hold invoices for 2 years. Although this resolution is not what you prefer, I hope you will understand our position on this matter. 
  
  Thank you for contacting us. 

• Initial Complaint

  08/20/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Received notification that I had 2 citations one was a warning other was 30 dollar fine I paid the fine and sent copy to hertz rental and received email all was well and that this was dismissed see attached copy of email Months later hertz has sent me to collections for $ 36 dollars but I’ve made the payment of $ 30 the fine and a $5 dollar fee for processing see attached why am I being extorted by hertz ?

  Business response

  08/24/2024

  RE: BBB Complaint # 22170662
  RR # 657570384 

  Dear Mr. Buchanan,

  Thank you for taking the time to reach out to us regarding your complaint. We want to make a meaningful investigation but need more information to do so. Please provide a photo of the collections letter you have received for further review.

  Customer response

  08/29/2024

   
  Complaint: 22170662
  
  Please see attached Pic of bill sent by coll3ctions for hertz again I've paid the bill and have a. Email that informs hertz I paid the bill why is hertz trying to extort money from me 
  
  Sincerely,
  
  Kenric Buchanan

  Business response

  08/30/2024

  Complaint ID 22170662 
  Rental agreement number 657570384 
  
  This is in response to Kenric Buchanan. 
  
  I regret the confusion regarding this matter. After a thorough review of our records, we do not have a collections balance on file for you. I recommend disputing directly with the collection's agency. 
  
  Thank you for allowing me to address your concerns. 

  Customer response

  08/31/2024

   
  Complaint: 22170662
  
  I am rejecting this response because: I mentioned that to this collection agency and they said I have to take it up with hertz their the company  who hired us so not quite sure what you are directing me to do you have to call off your dogs 
  
  Sincerely,
  
  Kenric Buchanan

*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. ↩