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

7,199 total complaints in the last 3 years.
2,663 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:04/04/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am filing a formal complaint against Hertz regarding Rental Agreement H35481983 (August 6-19, 2024). During this rental, a minor scrape caused by another vehicle, details and multi-angle photographs were recorded in the attached Vehicle Incident Report, which clearly documented the minimal nature of the damage.Upon returning the vehicle on August 19, Hertz charged my credit card CAD $1,072.61 plus a CAD $150 "repair fee," clearly itemized on the attached invoice. After the return date of August 19, 2024, I received no further communication from Hertz regarding any additional charges or repairs. On March 31, 2025, I received a collection notice from ********* Service demanding an additional $530.74, alleging partial insurance coverage and a remaining balance. The only supporting document provided was a very unclear ************************* (attached) which I dispute due to its questionable authenticity and the unreasonable claim that the minor scrape required four hours of painting labor. Furthermore, the estimate was suspiciously dated nearly one month after the vehicle was returned.I find this situation entirely unacceptable and unreasonable. Hertz must explain why an initial repair charge of CAD $150 was already collected on August 19, yet subsequently authorized an inexplicably high-cost repair without any prior communication or consent. Moreover, it is highly inappropriate for Hertz to remain silent for seven months before directly forwarding this dubious debt to a collection agency without contacting **** demand Hertz immediately withdraw the collection action and provide valid documentation justifying this additional charge, including a detailed repair report and itemized invoice. If substantiated clearly and reasonably, I will settle the balance after receiving a refund of the initial CAD $150 repair fee. I emphasize that I will communicate exclusively with Hertz and refuse to engage with or pay any collection agency.
Business Response
Date: 04/08/2025
Complaint ID: ********
********************** RR#: H35481983
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 frustration caused by the damage charges billed. Upon receipt of your concerns, we immediately reached out to our *************************** team for their full review and assistance. They have advised that in your inquiry was stated what the rental charges were plus the $150.00 repair which was thought to be the deductible but was not the full cost of damage. Their offices have received payment from the 3rd party insurance for their portion of the damage and outstanding is the remaining balance owed by you, the customer, which is being handled by D&A.
The damages are considered 50/50 by insurance; therefore, our ***************** team billed **** for **** for 50% of the damages. However, since you did not have **** coverage, our ***************** team billed 50% of the cost. Our records show that upon closing the rental contract, $150.00 was billed. This was billed under he impression that you had **** coverage, which after review found that you did not which means the amount was billed early and left an outstanding balance.
Please be assured, the claim has been fully reviewed and the charges are valid based on the information above. If you have any questions or concerns, please continue to work with our ***************** offices as they will be able to assist.

Customer Answer
Date: 04/08/2025

Complaint: 23163776
Thank you for your response and for taking the time to review my concerns.
Upon reviewing your reply and referring to the attached document titled Attachment 3. QCS Photo Estimate Service, I would like to formally address the matter as follows:
1. The total repair cost indicated in the estimate is CAD $717.78. As per your statement that liability was shared equally (50/50), I understand my portion of the repair costs should amount to CAD $358.89.
2. It has been acknowledged that CAD $150.00 was already charged to my account. Consequently, the remaining balance should be CAD $208.89.
Given the information provided, I am prepared to settle this matter by paying the remaining CAD $208.89, which accurately reflects my share of the costs.
Please provide a detailed bill or invoice along with the payment instructions so that I may proceed accordingly.
Please confirm the above and provide the requested documentation at your earliest convenience. I consider this a fair and final resolution based on the facts presented.
Regards,

** *****
Business Response
Date: 04/11/2025
BBB Complaint ID: ********
RA # H35481983

Thank you for contacting us. Our ****************** will be sending you an updated invoice and payment information directly to your email.
Customer Answer
Date: 04/11/2025

Complaint: 23163776

Decision: I am rejecting this response
I am writing to formally dispute the amount claimed under Invoice No. ******** (attached) dated April 10, 2025, in connection with Hertz Claim No. ******** and Rental Agreement H35481983. After a thorough review of the invoice, I must express serious concerns regarding the accuracy, legitimacy, and fairness of the amounts being claimed.
1. Confirmed 50/50 Liability Misalignment of Charges
Since Hertz and **** have confirmed that liability for this incident is to be split 50/50 between the two parties involved. Consequently, I am responsible only for 50% of the recoverable and reasonable damages as outlined in the claim. However, the current invoice suggests that I am being held liable for a disproportionate portion of the total amount. The total invoice is $892.54, and yet **** has already paid $361.80 (approximately 40.5%). The remaining balance of $380.74 being pursued from me appears to reflect an overreach, and significantly exceeds the 50% threshold.
2. Questionable Charge DV ($170.54)
A major concern is the line item labeled DV (Diminished Value) for $170.54. This charge is neither customary nor supported under general rental agreements unless explicitly accepted in advance by the customer. Moreover:
DV is a theoretical loss in market value and is not a direct economic damage attributable to the renter, especially in cases of shared fault.
**** did not recognize or reimburse this amount in their contribution to the claim, further suggesting its non-recoverable nature.
Under ****************** practice, DV is not typically recoverable from third parties in rental scenarios without prior agreement or court adjudication.
I did not cause this damage through negligence, nor was I made aware in advance that DV would be applied. Its inclusion lacks legal justification and violates principles of fair dealing.
3. Proper Allocation of Responsibility
To be clear, the only recoverable items for which I could reasonably be held 50% responsible are:
Description Amount 50% Responsibility
Repairs $683.60 $341.80
Loss of Use $38.40 $19.20
Total $722.00 $361.00
ICBC has already paid $361.80, which fully satisfies my 50% share of responsibility. Any amount beyond this constitutes unjust enrichment and would not be enforceable under contract or tort law.
Request for Immediate Review
I respectfully request that this invoice be reassessed and formally closed on the basis that:
1. The 50/50 liability has already been satisfied in full through ****'s payment.
2. The DV charge is not valid and should not be included in any balance claimed from me.
3. Pursuing me for an amount exceeding my proportional liability is both unreasonable and unsupported.
As a gesture of good faith and in alignment with the confirmed 50% responsibility, I am willing to pay the remaining portion of my sharecalculated as $361.00 (my 50%) less the $150.00 already paid under the rental invoice, which equals $211.00 CAD. If Hertz agrees to this settlement, I will make the payment as per the payment option that the Hertz ***************** advises. I consider this a fair and final resolution of my obligation under this claim.
Should Hertz choose to maintain its position and pursue the outstanding balance, I would request a detailed breakdown and legal basis justifying each line itemparticularly DVand confirmation that it is recoverable under Canadian law and applicable rental contract terms.
Please treat this as a formal dispute and advise accordingly. I reserve all rights to escalate this matter to consumer protection authorities or seek legal advice should there be continued pursuit of an unsupported claim.
Regards,

Yi
Initial Complaint
Date:03/16/2025
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 reserved a Ford Focus at Hertz/Thrifty Dublin airport. They gave me a Dacia, which turned out to be a car that was not suitable for driving. I left the car at the parking meter when I joined a tour in the morning of 3/2/25. When I came back at around 8pm the same day, I found I had no access to the car: there was no response from the car to the car key. I suspected the car was out of battery. I had no phone plan in Ireland. I asked some people on the street to help me call Hertz emergency phone number. The guy who answered the phone said: " Do you know how much this will cost you?, $200 plus VAT!" I said it's not my fault, but he would not listen. I had to agree to pay as I had no other choices. The worse news is that the help guy came 2 hours later. He charged me $280.38. (see attached charge from ABLE Tow and Recovery from my credit card account). I had no idea Hertz emergency had no one to help out; they just call some third-party guy to help and charge the customer. The guy said this happens all the time. The car battery was low. I was worried the next day that the car was not suitable for driving anymore; so I called Hertz at the hotel and they were able to let me change to a Ford Focus. I am now asking for a refund of $280.38 which I was not supposed to pay.
Business Response
Date: 03/24/2025
BBB Case ********
RR No: *********

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

I have received confirmation that a 50% refund of €73.05 has been processed to the card on file. Please allow up to 10 business days for the funds to post if they have not already.

Thank you for contacting us.
Customer Answer
Date: 03/24/2025

Complaint: ********

I am rejecting this response because: That's not even what I am disputing about.
I reserved a Ford Focus at Hertz/Thrifty Dublin airport. They gave me a Dacia, which turned out to be a car that was not suitable for driving. I left the car at the parking meter when I joined a tour in the morning of 3/2/25. When I came back at around 8pm the same day, I found I had no access to the car: there was no response from the car to the car key. I suspected the car was out of battery. I had no phone plan in Ireland. I asked some people on the street to help me call Hertz emergency phone number. The guy who answered the phone said: " Do you know how much this will cost you?, $200 plus VAT!" I said it's not my fault, but he would not listen. I had to agree to pay as I had no other choices. The worse news is that the help guy came 2 hours later. He charged me $280.38. I had no idea Hertz emergency had no one to help out; they just call some third-party guy to help and charge the customer. The guy said this happens all the time. The car battery was low. I was worried the next day that the car was not suitable for driving anymore; so I called Hertz at the hotel and they were able to let me change to a Ford Focus. I am now asking for a refund of $280.38 which I was not supposed to pay.
I am disputing on the charge of $280.38 for the third party emergency help for a strained vehicle from Hertz (dead battery). Hertz should pay for this charge, not me!

Sincerely,

***** **
Business Response
Date: 04/03/2025
BBB Complaint ID: ********
RR: *********

Thank you for contacting us. We appreciate the opportunity to review your concerns. After reviewing your documents, we will refund the roadside assistance amount of $280.38 as a gesture of goodwill. To process the refund, please call 1-888-225-6610 at your convenience and reference Case #******** during our business hours, 7:00 AM to 7:00 PM CST, Monday through Friday. We apologize for any inconvenience this may have caused.

Kind Regards
Initial Complaint
Date:03/12/2025
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 used Hertz to rent a vehicle during my vacation in *****. I picked up the rental vehicle at the ************* location on 9/27/2024 and returned the vehicle at the ************ location on 10/05/2024. After a month of being back in *******; I received multiple emails form Hertz notifying me that I received a citation due to driving in a designated area zoned only for residents on several occasions. The citations that were incurred during my visit are correct because I was using GPS and it is possible I took a route that went into these zones without knowing. My issues are: 1. Hertz did not provide me the second page of the citation that includes the instructions and data I need to make the payment for the fines. I had two friends who live in *****, one which is a police officer attempt to help me without any success because the second page of the citation is missing. 2. A citation for 10/18/2024 was reported under my name and information when I wasn't in Country anymore. I flew back home on 10/5/2024 as well as returned the vehicle this date.I have been trying to get this issue resolved for several months. Every phone number I call cannot help and the customer support complaint process has led me on a back and forth since 1/8/2025, with my last request for a status update on 2/24/2025 not being responded to. Ther have been penalties assessed due to not being able to pay these citations and additional penalties will continue to be assessed as time passes.
Business Response
Date: 03/25/2025
BBB Case 23054690
RR No: 342325675

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

I apologize for any difficulties. Please be advised our investigation efforts will require more time. We appreciate your patience and understanding.

Thank you for contacting us.
Customer Answer
Date: 04/04/2025

Complaint: 23054690

I am rejecting this response because: They have not provided a date for resolution. I have received the same "we are working on this issue" response since January, while the penalties are stacking up. Short of flying back to ***** and spending a lot of money to pay these fines; I have no way of handling this issue without them. I have never rented a vehicle where the company didn't pay what was charged and charge me for any tolls or fines that were made. Im not disputing the fines during the time I had the vehicle. Plus, there is the fine that wasn't mine or during the date I had the vehicle still under my name.

Sincerely,

****** ******
Business Response
Date: 04/07/2025
BBB Case 23054690
RR No: 342325675

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

Upon discussion with the local team, please be advised you will need to contact the local authority directly for assistance to pay this fine if they have not yet contacted you as we do not have access to their records. I apologize for the inconvenience.

Thank you for contacting us.
Customer Answer
Date: 04/07/2025

Complaint: 23054690

I am rejecting this response because: This is not my vehicle, nor in a country where I speak the language or can easily access the office. I have no way of contacting the authorities; I have tried multiple times. The web site requires information that I do not have that Hertz was sent, as they show proof of the first page (that was sent to me). This feels like its a tourist set up, which is not okay. I spent a lot of money with Hertz; the least they can do is provide a number to the authority department that accepts calls from the US so I can resolve this.

Sincerely,

****** ******
Business Response
Date: 04/11/2025
RE: BBB #******** - ****** ******
Some international regions may, by law, have up to one year to obtain the offender's information and issue the violation. Please be advised that Hertz is not provided a copy of the fine by the issuing authority.
Customer Answer
Date: 04/13/2025

Complaint: 23054690

I am rejecting this response because: Hertz was provided the information necessary for me to pay, but did not provide the complete document (see attachment VER_6585715) where it says at the bottom page 1 of 2. The second page is missing. Also, the fine that was dated the time I did not have the rental needs to be removed form my name. I need proof of that.

Sincerely,

****** ******
Business Response
Date: 04/15/2025
BBB Complaint: 23054690
RR: 342325675

This is in response to a complaint filed by ****** ******

I would like to first apologize on behalf of Hertz for any inconvenience this matter has caused you. However, as previously advised, after a review with the local team, you will need to contact the local authority directly for assistance to pay this fine or wait for further contact from the issuing authority, as we do not have access to their records. International regions have up to 1 year to obtain and issue violations to the customer. Please know that we do consider this matter to be fully addressed in our system.
Customer Answer
Date: 04/16/2025

Complaint: 23054690

I am rejecting this response because: I believe Hertz is responsible for providing information to help mitigate the situation since the rental was through them. I am requesting contact information to the office my citations are at.

Sincerely,

****** ******
Initial Complaint
Date:02/28/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Subject: Complaint Against Hertz – Unjust Toll Charges & Lack of Response Dear Better Business Bureau, I am submitting this complaint against Hertz regarding unjust toll charges that were applied to my rental despite using my personal E-ZPass transponder. I rented a vehicle from Hertz (Rental Agreement: *********) between February 14, 2025, and February 17, 2025, from Washington-Dulles International Airport. During my rental period, I used my personal E-ZPass transponder to pay for tolls, and I can confirm that transactions were successfully posted to my E-ZPass account. However, Hertz still charged my credit card $66.50 ($36.53 for tolls and $29.97 as a convenience fee) through their PlatePass system. I suspect that some toll booths may have malfunctioned and failed to register my personal transponder. To address this, I reached out to Hertz via email on February 18, 2025 (see attached) to request an investigation into the charges and provide an opportunity to verify the transactions with E-ZPass. Unfortunately, Hertz failed to respond or assist me in clarifying the issue, instead proceeding to charge my card without resolution. I am requesting that Hertz properly investigate these toll charges before I proceed with a formal dispute through my bank or credit card provider. If my personal E-ZPass was indeed charged for these tolls, then Hertz should not have double-charged me through PlatePass. I seek a full refund of any tolls that were incorrectly billed to my card. I appreciate your assistance in addressing this matter. Sincerely, ****** *****
Business Response
Date: 03/13/2025
BBB Complaint: ********
RR#: *********

Thank you for contacting us. We appreciate the opportunity to review your concerns.

We have reviewed your documents regarding the tolls from your EZ Pass account. So that we may compare the tolls on your EZ Pass account to the tolls that were sent to Hertz by the Toll Authority, please send a full invoice for the tolls paid on your EZ Pass account for the time period of 02/14/25 - 02/17/25. The invoice must show the date and time of the toll.

Kind Regards,
Customer Answer
Date: 03/13/2025

Complaint: ********

I am following up on your response regarding my dispute. Unfortunately, your company has not provided any valid contact information—such as an email address, fax number, or case number—where I can send the requested documentation to expedite the resolution of this issue. Kindly provide these details at your earliest convenience.

Additionally, I request that you contact EZ Pass to verify whether the toll plaza failed to capture the transponder ID. I know each and every plaza footage camera will show my ezpass was placed on the dash. The invoices clearly indicate that my transponder was functioning properly and should have been charged accordingly. Given this, the charges applied to my account appear to have been mishandled, and I find them to be both inaccurate and unjustified. And you and EZ Pass company must handle these charges and remove any extra charges and or processing fees.

Please address this matter promptly to ensure the appropriate corrections are made. I appreciate your immediate attention to this issue and look forward to your response.

Sincerely,

****** *****
Business Response
Date: 03/18/2025
BBB Complaint: ********
RR: *********

This is a response to a complaint filed by ****** *****.

Thank you for reaching out to for clarification on where to provide your EzPass statement to. You may provide those in response to this BBB Complaint for us to review. Once this is received, we will review these charges, and act accordingly based on the documentation provided.

Thank you for allowing me to assist.
Customer Answer
Date: 03/18/2025

Complaint: ********

Please see attached invoice! Also, please be advised a dispute with credit card company also filed with the same documents.
Sincerely,

****** *****
Business Response
Date: 03/25/2025
BBB Complaint: ********
RR: *********

This is a response to a complaint filed by ****** *****.

Thank you for providing your EzPass receipt. Please know that after a review, we have found that on 3/19/25 contact was made with PlatePass and you were advised no duplicate toll charges were found. However, the convince fee was refunded to you for the amount of $29.97, the remaining toll charges will stand. An updated invoice was provided to your email on file reflecting this.

Thank you for allowing me to assist.
Customer Answer
Date: 03/25/2025

Complaint: ********

I am rejecting this response for the following reason: I have not yet received a copy of your invoice or the toll transaction that was billed to Hertz. While I have already provided my documentation, the company has not produced theirs for verification. At this point, I am unable to validate your claim. Please provide the transaction record, and I will consider this matter closed upon receipt, I would like to retain the toll charges that was billed to Hertz. Please attach the documents in this complaint so BBB has it for the record.

Sincerely,
****** *****
Business Response
Date: 03/27/2025
BBB Complaint: ********
RR: *********

This is a response to a complaint filed by ****** ***** and a request for further clarification.

I apologize for any confusion regarding these toll charges. Please know that the tolls provided per the EzPass receipt are not duplicate tolls to the ones being charged by PlatePass. Both Hertz and PlatePass have reviewed these and found that no toll charges were issued twice. There are 6 toll charges that have not yet been paid. PlatePass has also been in contact to advise of this. However, as a goodwill gesture, the convenience fee of $29.97 was refunded by PlatePass. The total balance now owed is $36.53 these are valid charges. I will attach the copy of this invoice showing the tolls traveled for your review/records. Please note that the updated refund does not show on this invoice.
Customer Answer
Date: 03/27/2025

Complaint: ********

I am rejecting this response. It appears the company is unwilling to provide the original invoice they received from the EZPASS provider. Instead, they are offering an internally generated document, which does not allow me to verify the legitimacy of the charges. I find it questionable that some tolls—from Reston, Virginia to Maryland, New Jersey and NewYork —were only captured by their device, while others were recorded by mine. This inconsistency is concerning and does not make sense.

Based on these discrepancies and the company’s refusal to provide proper documentation, I believe their practices to be deceptive. I request BBB close this case as unresolved. I will proceed with filing a fraud dispute with my credit card company.

Thank you to the BBB for your time and efforts. Please consider this matter closed as unresolved.

Sincerely,
****** *****
Business Response
Date: 03/31/2025
Complaint ID: ********
Hertz RR#: *********
This correspondence is being sent in response to ****** *****.
Please visit www.platepass.com in order to view the full itemized invoice showing the tolls that were assessed during your rental. As previously advised, no duplicated charges were found during our investigation. If you feel these are duplicated toll charges, please provide receipts showing the same tolls were previously paid before being billed. All toll charges are billed once the applicable toll authorities contact us and report a toll road usage without payment. With this in mind, we consider this matter as being fully investigated and all information provided in our previous response. We consider this matter as being fully addressed at this time.
Customer Answer
Date: 03/31/2025

Complaint: ********

I am rejecting this response I am rejecting this response. It appears the company is unwilling to provide the original invoice they received from the EZPASS provider. Instead, they are offering an internally generated document, which does not allow me to verify the legitimacy of the charges. I find it questionable that some tolls—from Reston, Virginia to Maryland, New Jersey and NewYork —were only captured by their device, while others were recorded by mine. This inconsistency is concerning and does not make sense. PLATEPASS does not provide the original video footage and or validation of the car crossed ezpass toll.

Based on these discrepancies and the company’s refusal to provide proper documentation, I believe their practices to be deceptive. I request BBB close this case as unresolved. I will proceed with filing a fraud dispute with my credit card company.

Thank you to the BBB for your time and efforts. Please consider this matter closed as unresolved.

Sincerely,
****** *****
Initial Complaint
Date:02/25/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am writing to file a formal complaint against Hertz-Uber, specifically their operation previously located at 3800 Richmond Hwy, Alexandria, VA 22305 (recently relocated to 99 H Street NE Washington, DC 20002), for fraudulent charges and uncooperative behavior that have caused me significant emotional and financial hardship. Details of the Incident: I was fraudulently charged a total of $1,792.89 by Hertz-Uber. After persistent efforts on my part, I recovered $1,104.84 in October 2024. However, the company still owes me $688.05, which they have refused to refund despite my repeated attempts to resolve the matter. Efforts to Resolve I have made extensive attempts to address this issue directly with Hertz-Uber, including: - Emails to their customer service team - Phone calls to their support lines - Outreach via Twitter/X - An in-person visit to their office - Despite these efforts, Hertz-Uber has remained unresponsive and uncooperative, offering no resolution or explanation for withholding the remaining funds. Please see attached documents, along with an Index of Exhibits for your convenience. PS. I've kept my credit card locked for over a year to remove any chance of Hertz-Uber siphoning more funds from my credit card. When I unlocked it in January of this year, I found yet another charge from these fraudsters, even though I've not used the Uber-Hertz service since February 1st, 2024 when I turned the rental in. I've since had the credit card replaced, the last four digits of the previous one on file with Hertz are ****.
Business Response
Date: 03/10/2025
BBB Case #: ********
RR# or RES#: *********

We appreciate you allowing us this opportunity to review your concerns regarding your rental agreement.

We have thoroughly reviewed your concerns and addressed them in 2024. We stand by the charges and refunds that have already been issued and will not be making any further adjustments.

To summarize, the total charge was $6,560.33. The weekly rate should have been $303.08 per week for the 18 weeks you had the rental agreement open (from 09/28/2023 to 02/01/2024). This totals $5,455.49. The difference of $1,104.84 has already been adjusted and refunded to you.

Please know that we take all our customers' concerns seriously, I want to thank you for letting us review and address them.

Kind regards,
Customer Answer
Date: 03/10/2025

Complaint: ********

I am rejecting this response because:

Hertz claims "Please know that we take all our customers' concerns seriously" in their response to me. Is that why it took me ten months to recover $1,100+ for charges they pulled from my credit card? Charges for months they were unable to classify. They were absolutely uncooperative with my bank, and it was only Twitter/X that proved helpful. These charges resulted in financial and emotional strain; where the direct reason for the lowering of my credit score and credit limit.

Hertz most recently charged my credit card on January 24, 2025 for $344 (please see attachment), which was only reversed by my bank last week. Suprise - I have not done business with Hertz since 1st of February, 2024.
What is the charge for? My bank had to change my credit card number to prevent any similar attempts in the future.

Does it not serve as proof that Hertz openly engages in fraudulent behavior?

Sincerely,

**** ************
Business Response
Date: 03/28/2025
BBB Complaint ID: ********
RR: *********
Thank you for your response. There was a chargeback on the rental for the week of January 25, 2924 - February 1, 2024. The reversal came through this past week, where Hertz has been paid by your credit card. We hope this helps.

Kind Regards
Initial Complaint
Date:02/25/2025
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.
Hertz Corp. Rental: ********* I rented a vehicle from Hertz on Oct 9 at 10:49 am to Oct 11, 2024, 3:40 pm. The use of the car was uneventful. Upon return, I did a walk-around of the vehicle with the Hertz rep using her electronic tablet, to check the car back to Hertz inventory. She confirmed the mileage, that the gas tank was full, and said to me that there was no cosmetic issue. The Hertz security deposit of $204 was removed from my credit card, and no further charges appeared. On October 15, I received an e-mail from Hertz rep Ms. G******, stating a “minor scratch right bumper” (her words) and asked me to complete an accident form. I had sustained no accident or damage while the vehicle was in my possession. I asked for additional images of the bumper scratch. I did not receive a reply. On October 16, I contacted Hertz Customer Service at (800) 654-3131 and was transferred to “Claims” and spoke with a Hertz Customer Rep Marie. She reviewed their computer records and could see no damage claim. She stated Hertz has released the deposit. On November 11, an email from Kevin O*****, Central Recovery Unit Specialist, The Hertz Corporation 844-969-8951 Ext 4048 in re: “Claim Number: ******** Claim Balance: $802.50”. This letter (see attached) asserts the “subrogation demand which serves as the verification of debt”. I replied via email to Mr. O***** on Nov.14, and disputed the claim. For the fourth time, I requested information, and images of the asserted damage. None has been received to date. Hertz has not provided documentation that the scratch exceeds their Fair Wear-and-Tear policy. Hertz has not provided the Vehicle Condition Report that would establish cosmetic damage. This effort by Hertz to create a false debt, and subrogate that debt is a fraudulent business practice under California Consumer Protection Law. Please provide written confirmation that Hertz has closed this matter. Regards, ****** ******
Business Response
Date: 03/03/2025
BBB Case #: ********
RR# or RES#: *********

We appreciate you allowing us this opportunity to review your concerns regarding your Claim.

We apologize for the lack of communication regarding your claim. Enclosed, please find the Vehicle Incident Report (VIR) and the estimate for the repair of the damages incurred. We trust this will clarify any confusion pertaining to your claim.

Please know that we take all our customers' concerns seriously, I want to thank you for letting us review and address them

Kind regards,
Customer Answer
Date: 03/03/2025

Complaint: ********

I am rejecting this response because:
I dispute the damage claim as there was no accident nor incident and no damage cause by myself.

Sincerely,

****** ******
Business Response
Date: 03/07/2025
BBB Case ********
RR No: *********

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

Unfortunately, we have verified the damage claim as it has been properly documented and the vehicle has been serviced. While I regret this is not the desired outcome, the claim is valid and will stand.

Thank you for contacting us.
Customer Answer
Date: 03/08/2025

Complaint: ********

I am rejecting this response because Hertz has not substantiated any of my requests. Hertz internally generated their own VIR to try to validate this fraudulent effort to shake down a customer for pre-existing damage to a rental vehicle.
I have reached out through several different channels to address this. In order to protect my rights, and the rights of fellow consumers I have thus filed a formal complaint through the California Department of Financial Protection and Innovation.
Sincerely,

****** ******
Initial Complaint
Date:02/18/2025
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.
My vehicle was in for repairs at the dealership under warranty and they sent me to hertz for a loaner car. The dealership called me 3 days before I returned the vehicle to hertz. I was told at drop off the dealership handled the bill and I was only to be charged 40 dollars for winter tires. My vehicle has winter tires. Vehicles given for loaners are supposed to be similar to your vehicle and I needed to go to bc. Then this morning I notice a charge to my credit card from hertz to the sum of just under 500 dollars with no invoice or receipt for why they are trying to charge me any money. I have contacted the business but they have not responded to me. They guy who I dropped the vehicle off to said the dealer covered the expense and that Maxs I would need to pay is 40 dollars. Yet my card was charged 500
Business Response
Date: 02/19/2025
BBB Case #: 22945874
RR# or ***** H39196356

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

According to our records, you were billed for Winter Equipment. This added service was not covered by your insurance, and you are billed directly. If the dealership was covering the rental balance, please reach out to them directly for assistance.

Thank you for contacting us.
Customer Answer
Date: 02/19/2025

Complaint: 22945874

I am rejecting this response because:
I was told by the guy at the counter at hertz that the charge was 40 dollars. There was no mention that it was per day. Plus it is illegal to drive in northern bc without winter/ mountain snow tires. I even repeated back to the hertz guy 40 dollars for winter tires and he said yes an extra charge to you if 40 dollars. Again no mention that it was per day definitely on purpose obviously as thats a scam.
Sincerely,

**** ******
Business Response
Date: 02/21/2025
BBB Case 22945874
RR No: H39196356

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

Please be advised that the billing information including daily amounts are reflected on your Signed Rental Agreement (***). While our staff members do their best to give customers as much information as possible on the vehicle they are renting and associated charges, it is ultimately the duty of the customer to make sure all of their questions have been answered before leaving the facility. Regrettably, we are unable to confirm a verbal conversation at the counter. By signing the rental record, you are agreeing the terms, conditions and rates billed for the rental. In accordance with the *** the charges are valid, and no adjustment is warranted.

Thank you for contacting us.
Initial Complaint
Date:02/10/2025
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
see Attached document
Business Response
Date: 02/12/2025
BBB Case ********
RR No: *********

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

We have received your email regarding your damage claim and requested documents. Rest assured, I will be thoroughly reviewing this matter, and I will respond to you as expeditiously as possible. I will begin this process immediately and should you have any concerns in the interim, do not hesitate to reach me [email protected].

Thank you for contacting us.
Initial Complaint
Date:02/07/2025
Type:Service or Repair Issues
Status:
UnresolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hertz is trying to scam **** received a mail from ********************** (dated January 27 2025), the debt collector Account # ********* Phone # ************ They didn't have any information other than the date of the alleged incident and how much it cost, and told me to contact Hertz for more info.I contacted Hertz **************** # ************ and they transferred me to a different department.That department (still within Hertz) told me the case number - ********. And that the damages were caused by the vehicle running a red light and hitting someone And that's all the information they had, and told me to contact their ************************* and the number they gave me was ************, which when I called, it went to the debt collector instead, **********************.I was able to speak to a manager at ***************, and since Hertz said the damages was caused by running a red light and hitting someone, ( I expect the police would have to have been called for something like that) I asked for the police names and badge numbers that were involved in the incident report and for the police report They said they didn't have any info, and I told them that Hertz gave me this number to contact their Damage team. He said that he will have to contact the team that worked on the incident to get more ********* the alleged incident, 8/12/23 Location, ***************************************** Rental I was told that it was the whole passenger side of the car.And the Hertz customer service said the damages was caused by the car running a red light and hitting someone.I have gotten no proof of it from anyone All of these phone calls happened on 2/4/25 between the time of 13:00 to 14:00 PST.When I returned the rental car was between 16:00 and 16:30, it was after hours because they close early on Saturday (8/12/23), so I did a virtual (online) return.
Business Response
Date: 02/18/2025
Complaint ID: ********
RR#: 526178516

Thank you for contacting us. We have reviewed this matter with our Claims team, who has provided the attached documents related to your claim. As well as our terms and conditions for after hour returns. At some point before check-in the vehicle was in an incident which the 3rd party states that the Hertz rental vehicle ran a red light and hit their insured. Both our Liability Claims, and our Claims team did attempt to contact you back in 2023 but the number on record did not allow a voicemail to be left. This has been confirmed to be a valid claim therefore the outstanding balance is valid.
Customer Answer
Date: 02/22/2025

Complaint: 22913433

I am rejecting this response because:

Sincerely,

**** Nedrelid
Business Response
Date: 02/25/2025
Complaint ID: ********

RR#: 526178516

Thank you for contacting us. Our position on this matter remains unchanged. We have reviewed the situation with our Claims team, who have provided the documents related to your claim, as well as our terms and conditions for after-hour returns.
It has been determined that, prior to check-in, the vehicle was involved in an incident where a third party alleges that the Hertz rental vehicle ran a red light and collided with their insured. Both our Liability Claims and Claims teams attempted to contact you back in 2023, but the number on record did not allow for a voicemail to be left. This has been confirmed as a valid claim, and therefore, the outstanding balance is valid.
Customer Answer
Date: 02/26/2025

Complaint: 22913433

I am rejecting this response because:
There has been no report or proof of date and time of the incident provided, nor was the location of the incident provided, which street light the incident happened at.
I am also requesting to see the police report and the badge numbers and names of the police that were involved with the incident, because running a red light is against the law, the police should have been involved.
I would also like to know if it was a Hertz employee driving the vehicle when the incident happened.
I did not run a red light and hit someone
I did return a call and the person who answered asked the date and time I returned the car and if anyone in the vehicle got injured. I answered his questions and since I was not involved in an accident no one got hurt while the vehicle was rented to me. He then told me that I don't have to worry about anything about this situation and I should disregard the mail that was sent and the previous phone calls.
Also I parked the vehicle when I returned it right under a security camera.
I read on the report Hertz sent me that the date and time of loss was Monday 8/14/2023 at 3:59pm.
I would also like to know why the time of loss was 1 minute before the Hertz location closes for the day and not in the morning.

Sincerely,

**** Nedrelid
Business Response
Date: 03/04/2025
BBB 22913433

All available documents have been provided and attached in this case.
Initial Complaint
Date:02/07/2025
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.
On January 26, 2024 I rented a car from Dollar car rental at the ********************When I rented the car I requested full insurance coverage. I did not know they had sold me liability coverage instead of full coverage. Ireturned the car on January 28 with some minor damage on the driver side. I informed the rental agent upon return that there was damage to the car and that I had purchased full insurance. On July 12, 2024 I received a letter from the Hertz corporation informing me that I had an outstanding bill of $4400 to pay for the damage to the car, loss of use, diminished value, and administrative fees. I contacted them five times through their website via phone and email to get clarification on this claim and I never received a response. I sent a registered letter to them with my insurance information, my insurance company made partial payment and Hertz corporation sent me to collections for the rest of the money. I was not informed by either my insurance company or the Hertz corporation that the payment they received from my insurance company was only partial payment
Business Response
Date: 02/12/2025
BBB Complaint ID: ********

Thank you for contacting us. We appreciate the opportunity to review your concerns. Per your Signed Rental Agreement, the *** was accepted. We see a partial payment was made, leaving a balance of $2,296.03, which looks to be for deductible and fees. We apologize for any inconvenience this may have caused.
Kind Regards

Customer Answer
Date: 02/17/2025

Complaint: 22907922

I am rejecting this response because:
I have requested A copy of the rental agreement and description of the insurance coverage six times now, and I have not received a copy of either. I can not proceed to resolution without seeing both of those documents. Hertz also failed to explain the five month lag time from the time the accident occurred to their notification to me of financial responsibility. I dont think this is coincidental. I suspect it is their practice in these cases to play out the timeline so that they can send customers to collections. Their phrase we apologize for any inconvenience , does not begin to explain their indifference to my six requests for information, in fact, it feels very disingenuous. I believe a sincere apology and acknowledgment of their poor **************** is the very least I should expect.
Sincerely,

******* *****
Business Response
Date: 02/18/2025
BBB Case 22907922
RR No: 917686976

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

I apologize for the difficulties. I have provided a copy of your Signed Rental Agreement for your review.

Thank you for contacting us.
Customer Answer
Date: 02/28/2025

Complaint: 22907922

I am rejecting this response because:
Thank you for finally sending me a copy of the rental contract. I have reviewed it.. My comments remain that Hertz corporations failure to provide me with the insurance that I requested is the main cause of this complaint.I see by the contract that I initialed the bottom of the form where declining full coverage was indicated. However, the terms on your rental agreement are not well explained, and I assumed that the rental agent knew what she was doing. This I believe is a service failure that you need to correct and make sure that your customers have informed consent.
My major concern now is the lag time between when the accident happened and your notification to me of an outstanding bill. I have contacted my credit card company to inquire about insurance for rental cars. From their perspective if I had notified them of the accident within 90 days of its occurrence, they would supplement my insurance to coverage for this bill. You did not notify me until 161 days after the accident.
I believe the service failure on your part is negligent and represents abuse of the customer. I also believe that this delaying tactic is a conscious business strategy on the part of the Hertz corporation. Since your contract states that in lieu of legal action we agree to use a mediator to settle this dispute, I am requesting that you involve a mediator in this dispute.
Please contact me by March 14, 2025 with the name of a mediator and how I may contact them.
Sincerely,

******* *****
Business Response
Date: 03/19/2025
BBB Case 22907922
RR No: 917686976

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

With respect, the signed rental contract is a legally binding document. Regrettably, we are unable to confirm a verbal conversation at the counter. By signing the rental record, you are agreeing the terms, conditions and rates billed for the rental. 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.

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