Initial Business Response / [redacted] (1000, 8, 2015/08/21) */ Dear Revdex.com, This is in response to case number XXXXXXXX for [redacted] I sincerely apologize that Mr [redacted] was not advised of the windshield charge when he returned the vehicleUnfortunately this policy is explained in the contract and states if the LDW is not accepted and the car is returned damaged, then the customer is responsible for all charges I sincerely apologize but we are unable to process a credit for the windshield charge Initial Consumer Rebuttal / [redacted] (3000, 10, 2015/08/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) There was no loss or damage so there was no reason that I would have needed to have the LDW insuranceThis was a defective product/vehicle and just like if the engine failed, the rear windshield failed causing me tremendous inconvenienceThe window simply shattered while parked and therefore insurance has nothing to do with thisI was in the store when it happened and not driving the vehicleThis issue is not about insurance but about customer service and so far I've seen no customer service from Hertz...just aggravation Final Business Response / [redacted] (4000, 12, 2015/09/09) */ This is in response to your case file XXXXXXXX for [redacted] We are very sorry for the problems Mr [redacted] experienced with this rental and for the lack of service and assistance he received when reporting thisAs a gesture of our concern, a credit of $is being issued to his MasterCard accountThis represents the charges billed for the windowPlease allow to business days for this credit to post to the account We appreciate this opportunity to provide assistance
Initial Business Response / [redacted] (1000, 5, 2015/10/14) */ This is in response to your case number XXXXXXXX for [redacted] We are very sorry that Mr [redacted] was unaware of the $authorization hold required at the time of rentA credit of $is being issued to his Visa account Please allow to business days for this credit to post to the account We appreciate this opportunity to provide assistance Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/10/16) */ (The consumer indicated he/she ACCEPTED the response from the business.) All I want is the refund for what I pre-paidHere, they are saying that will finally issue itAs long as it goes through, I am satisfied
At Hertz Car Sales, we strive to provide top notch customer service and accurate information on our RentBuy program and out thousands of cars for saleThe customer filled out a credit application with usIt was processed and submitted to our third party lenders, as Hertz does not provide financing for the vehicles purchasedThe customer was dissatisfied with the APR and down payment amount required by the initial approval and opted to add a second person to the credit application and requested the application be processed againThe bank which offered the initial approval, declined to approve the second application and we had to find a new lenderThe second bank approval came with stipulationsAfter several back and forth telephone conversations and emails with the customer, the stipulations required by the bank were never met, the bank didn’t fund the loan and the customer’s bank approval expiredThe customer was advised of this and encouraged to seek their own lender or immediately return the rental car and pay their rental chargesOnce the rental car is returned, the customer’s down payment will be returned
Complaint: [redacted] I am rejecting this response because: they are not waiting they are telling me to bring the car back immediately and I am responsible for the rental fee, the rental was done July because we paid a down payment and signed a contract to purchase the car, signed the title and have a bill of sale, not a rentalI am still unclear as to why this is happening I have a voicemail and email stating the lender backed out, after we were approved and made payment and signed all paperworkBut they stated on here we backed out because we didn’t like what the lender offered, and that never happened Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/04/16) */ At Hertz Car Sales, we strive to provide a best in class buying experience to every customer every timeUnfortunately in this case our vehicle had a Neverlost unit installed but as it is clearly stated on our website the Neverlost units are not part of the saleConcerning the tires, This vehicle was Certified Pre-Owned, meaning it has been through a comprehensive inspection and matching tires are not a requirement as long as they are in an acceptable condition and similar sizeI believe the biggest concern on the complaint is the windshield issue, Unfortunately since it only has chips and not cracks we are not able to replace it but will be more than happy to send a vendor again to repair the chips at your convenience, our vendor has assured us that the chips are repairable and no replacement is necessary I hope this resolution is to your satisfaction as we do value your businessIn the unfortunate case that this is not acceptable to you, we do still have the vehicle that you traded in and we can discuss reversing the sale if that is the direction you prefer Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/04/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) I find it absolutely amazing that we've returned your phone call twice and you soon you have not returned the phone calls I believe your business practices are less than.every consumer needs to be aware not to ever buy from Hertz they are not oF their word they do not care about the customer you have made that very clearand apparently you need to get the cotton out of your ears we told them in no uncertain terms were not buying the car without replacing the windshield I've expressed to you the experience we've had in the past just like we did them you advertised a car falsely that it had one set of tires all the way around add a GPS system you can color it whatever you want but you still lied and misrepresented in your ad and calling a consumer once does not mean you did your job you failed poorly.plus the fact that your employee under terms got references only if we didn't pay our car note which we did not get a loan through hertz but a bank and then turns around and calls a family member about our loan that's a breach of privacy atif you do not settle this with us today that's fine the next step is in the courts Final Consumer Response / [redacted] (2000, 12, 2015/05/05) */ (The consumer indicated he/she ACCEPTED the response from the business.) the windshield was replaced Final Business Response / [redacted] (4000, 10, 2015/05/05) */ At Hertz Car Sales, we strive to provide a best in class buying experience to every customer every timeAt this time I already spoke with the customer and the issues is resolved
Initial Business Response / [redacted] (1000, 5, 2015/11/19) */ Dear Revdex.com, This is in response to case number XXXXXXXX for [redacted] I appreciate the opportunity to review Mr [redacted] 's concerns regarding the additional charges billed to his account for cleaning chargesI apologize for any misunderstandings After reviewing the contract I do see where Mr [redacted] has called in to the location as well as our Customer Service line multiple times to dispute this chargeUnfortunately Mr [redacted] advised that he did have marijuana in the carThe location charged a cleaning fee because of the smell as well as left over residue from it, which caused a longer and more detailed cleaning In regards to Mr [redacted] being told we will send him a paper bill; Hertz does not bill that wayWe do run the card to get an authorizationIf an authorization is declined then the contract will be direct billed We have made our final decision and we will not be reimbursing the cleaning fee due to Hertz not being able to rent the vehicle in the condition in which it was returnedAdditional cleaning procedures were mandatory based on business rules and to prevent further service issues with other customers Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/11/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) Again, the cleaning fee is not the problemThe fact that Hertz Cuatomer Service as well as the location misrepresented themselvesNot only was I told my card would not be charged a cleaning fee, but I was told it would be refunded by the villing departmentI was told that the car smelled like tobacco and that there is tobacco all over the carThat has nothing to do with weed inside a prescription pill bottleSo if Hertz is saying that I am being charge for admitting to carrying a legal prescription that is fine as well Howevee Hertz is breaking the law I was told that I would get my money back as a one time courtesyWhen I asked about it I was told it was a mistake and that the person who told me was in trainingThe decision they are talking about is based on the location saying that they had to clean the car for tobaccoHertz corporate office said the decision was finial bc the car was just sitting at the locationI was told they could make more money renting the car thank cleaning it so they said they believe the location Again the problem is the the lies Hertz tells as well as the quality of serviceSo, I am asking for either my dollars back or my fees can be paidNot to mention I was last told we can give u a hundred dollars back Hertz number and the Location are both saying different thingsAnd I believe their buainess practices need to be investigated Final Business Response / [redacted] (4000, 9, 2015/12/01) */ Dear Revdex.com, This is in response to case number [redacted] I appreciate Mr [redacted] 's concerns Unfortunately, like previously stated, Hertz can not hold off on payment and send a paper billIf the charge does not go through on the card it is then forced charged and can potentially lead to collectionsI have reviewed this case with the management team over the location and they stated that all their agents know this policy and would not have advised that a paper bill can be sentI apologize for any misunderstanding but there is no refund due for this matter Thank you Final Consumer Response / [redacted] (4200, 11, 2015/12/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is not trueI was told by Derek that a paper bill would be sendThere is no reason for me to lie Also, I called and spoke to an agent who said my money would be refunded and now Hertz has lied about that and told me it was a misunderstanding Hertzs business practices need to be look at because they are a very shady companyThey have yet to prove that I was smoking in the carI was not and I do not smoke cigarettes I am only writing this to try and resolve this at the lowest levelIf not then Ill just be force to take Hertz to court
Initial Business Response /* (1000, 5, 2015/07/02) */
At Hertz Car Sales, we strive to provide a best in class buying experience to every customer every timeWe take complaints very seriously and work hard to address and resolve any issues that ariseThe customer reserved a test drive vehicle
through our web-based Rent2Buy programAs a part of the sales process, each customer is explained the process of how our vehicles are soldOur vehicles are active rental cars, still being actively used by rental customersOnce the vehicles return from their current rental, they are prepped for the test drive customer to seeSince the vehicles are active rental cars, sometimes they can be delayed or unavailable due to unforeseeable circumstances, i.e., theft, accident, vandalism, or vehicle being return to a different location by the current renter, just to name a fewSince there can sometimes be delays in the vehicles returning from rental, Hertz is unable to make any guarantees regarding the vehicles condition or availability on a specific date and timeRegarding this specific reservation for a test drive, the customer has been acquainted with the Rent2Buy program since A hertz member explained the Rent2Buy sales process to the customer, answered the customer's questions about the program, and remind the customer that the vehicles are active rental cars and to wait for a confirmation call before going to the pilocation for the test driveMost recently, the customer advise the Hertz representative that he was familiar with the program and understood how the sales process worksOnce it was discovered that the vehicle the customer requested to see was returned to a different location, the customer was contacted immediately regarding the vehicle being unavailable due to unforeseeable circumstances and assistance was offered to find a like vehicle, i.e., similar miles and price, on our website
Initial Consumer Rebuttal /* (3000, 7, 2015/07/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As per the reply , specifically ...Once it was discovered that the vehicle the customer requested to see was returned to a different location, the customer was contacted immediately regarding the vehicle being unavailable due to unforeseeable circumstances and assistance was offered to find a like vehicle, i.e., similar miles and price, on our website
My wife did an inquiry to find out where this different location was, so we could decide if we wanted to drive the distance to go see itThat is when we were told that the vehicle could not be foundAlso, we looked at the list of remaining vehicles of the same make and model and found that they had approximate 10,more miles and were priced thousands more
Would like to know where this car was found
Final Business Response /* (4000, 9, 2015/07/17) */
At Hertz Car Sales, we strive to provide a best in class buying experience to every customer every timeWe take complaints very seriously and work hard to address and resolve any issues that ariseThe customer reserved a test drive vehicle through our web-based Rent2Buy programThese vehicles are active rental cars, still being actively used by rental customersOnce the vehicle returns from its current rental, it is prepped for the test drive customer to seeSince the vehicles are active rental cars, sometimes they can be delayed or unavailable due to unforeseeable circumstances, i.e., theft, accident, vandalism, or vehicle being return to a different location by the current renter, just to name a fewFor this reason, Hertz is unable to make any guarantees regarding the vehicles availability on a specific date and timeAs a part of the sales process, each customer is verbally explained the process of how our vehicles are sold and sent an email with the same written information about the program to reference laterRegarding the specific reservation referenced by the customer,GXXXXXXXXXX,the customer was contacted and advised the vehicle was not available due to unforeseen circumstancesA hertz representative offered the customer assistance with finding a similar vehiclei.e., similar color, miles and price, on our websiteThe customer declined all similar available vehicles presentedSince our inventory changes daily, a Hertz representative advised the customer to check back on the website at a later date to see if an acceptable vehicle was available
Final Consumer Response /* (4200, 12, 2015/07/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I replied back once already What happened to that response?
Initial Business Response /* (1000, 5, 2015/07/01) */
At Hertz Car Sales, we strive to provide a best in class buying experience to every customer every timeUnfortunately in this case I have been actively trying to investigate this matter but have been unable to do so due to the lack of
informationI have tried to contact Mr *** at the phone number list above but no answerI would greatly appreciate if you can provide us with the name on the account so in order for me to be able to assist further
Initial Business Response /* (1000, 5, 2015/11/16) */
At Hertz Car Sales, we strive to provide a best in class buying experience to every customer every timeWe take complaints very seriously and work hard to address and resolve any issues that ariseWe have reached out to the customer to discuss
the issueWe have agreed to unwind the deal and refund the purchase price back to the bank
Initial Consumer Rebuttal /* (2000, 7, 2015/11/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Hertz never actually reached out to meI finally was able to get this done by calling and callingNo one ever actively pursued calling meAnd no one has ever apologized/explained exactly what happened with this experienceHertz has not taken responsibility for the poor experience
I have yet to receive the actual refund, and am advised it takes 2-weeksSo again, I am waiting and hoping this time that time frame is actually kept
Initial Business Response /* (1000, 5, 2015/11/04) */
This is in response to your case file XXXXXXXX for *** ***
We are very sorry that we were unable to provide a vehicle for this reservationOur records indicate the $was refunded on October and the additional $was
refunded on October The credits were issued to the Visa account ending in ***
Thank you for giving me the opportunity to review this matter
Initial Business Response /* (1000, 5, 2015/08/31) */
At Hertz Car Sales, we strive to provide a best in class buying experience to every customer every timeWe have contacted the customer and the issue been resolved
Initial Business Response /* (1000, 5, 2015/05/21) */
This is in response to *** ***, CASE#: XXXXXXXX
I have reviewed the rental history and confirmed a nonrefundable prepaid rate plan was selectedAt the time of the reservation confirmation the booking source was required to accept
the Prepaid Terms and Conditions before submitting the reservationI am sorry for any misunderstanding; however, as stated in the Terms and Conditions of the prepaid reservation, no credits or refunds will be issued for unused days
I appreciate the opportunity of clarifying this matterThank you for your business
At Hertz Car Sales, we strive to provide top notch customer service and accurate information on our RentBuy program and out thousands of cars for sale. The customer filled out a credit application with us. It was processed and submitted to our third party lenders, as Hertz does not provide financing...
for the vehicles purchased. The customer was dissatisfied with the APR and down payment amount required by the initial approval and opted to add a second person to the credit application and requested the application be processed again. The bank which offered the initial approval, declined to approve the second application and we had to find a new lender. The second bank approval came with stipulations. After several back and forth telephone conversations and emails with the customer, the stipulations required by the bank were never met, the bank didn’t fund the loan and the customer’s bank approval expired. The customer was advised of this and encouraged to seek their own lender or immediately return the rental car and pay their rental charges. Once the rental car is returned, the customer’s down payment will be returned.
Complaint: [redacted]
I am rejecting this response because: This statement is a flat out lie. "The customer was dissatisfied with the APR and down payment amount required by the initial approval and opted to add a second person to the credit application and requested the application be processed again. I have every email and almost every phone call recorded. I/we were never dissatisfied with the apr or down payment, otherwise I would have decided not to buy the car, I was told, after signing title and all other papers, that the lender backed out for some reason. I am extremely upset by this. why would I wire $2000 if I was dissatisfied? this is absurd.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/10/14) */
This is in response to your case number XXXXXXXX for [redacted].
We are very sorry that Mr. [redacted] was unaware of the $200.00 authorization hold required at the time of rent. A credit of $79.06 is being issued to his Visa account. ...
Please allow 7 to 10 business days for this credit to post to the account.
We appreciate this opportunity to provide assistance.
Initial Consumer Rebuttal /* (2000, 7, 2015/10/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
All I want is the refund for what I pre-paid. Here, they are saying that will finally issue it. As long as it goes through, I am satisfied.
Initial Business Response /* (1000, 5, 2015/04/16) */
At Hertz Car Sales, we strive to provide a best in class buying experience to every customer every time. Unfortunately in this case our vehicle had a Neverlost unit installed but as it is clearly stated on our website the Neverlost units are...
not part of the sale. Concerning the tires, This vehicle was Certified Pre-Owned, meaning it has been through a comprehensive inspection and matching tires are not a requirement as long as they are in an acceptable condition and similar size. I believe the biggest concern on the complaint is the windshield issue, Unfortunately since it only has chips and not cracks we are not able to replace it but will be more than happy to send a vendor again to repair the chips at your convenience, our vendor has assured us that the chips are repairable and no replacement is necessary.
I hope this resolution is to your satisfaction as we do value your business. In the unfortunate case that this is not acceptable to you, we do still have the vehicle that you traded in and we can discuss reversing the sale if that is the direction you prefer.
Initial Consumer Rebuttal /* (3000, 7, 2015/04/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I find it absolutely amazing that we've returned your phone call twice and you soon you have not returned the phone calls I believe your business practices are less than.every consumer needs to be aware not to ever buy from Hertz they are not oF their word they do not care about the customer you have made that very clear. and apparently you need to get the cotton out of your ears we told them in no uncertain terms were not buying the car without replacing the windshield I've expressed to you the experience we've had in the past just like we did them you advertised a car falsely that it had one set of tires all the way around add a GPS system you can color it whatever you want but you still lied and misrepresented in your ad and calling a consumer once does not mean you did your job you failed poorly.plus the fact that your employee under false terms got references only if we didn't pay our car note which we did not get a loan through hertz but a bank and then turns around and calls a family member about our loan that's a breach of privacy atif you do not settle this with us today that's fine the next step is in the courts.
Final Consumer Response /* (2000, 12, 2015/05/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
the windshield was replaced.
Final Business Response /* (4000, 10, 2015/05/05) */
At Hertz Car Sales, we strive to provide a best in class buying experience to every customer every time. At this time I already spoke with the customer and the issues is resolved.
Initial Business Response /* (1000, 5, 2015/07/21) */
Dear Revdex.com,
This is in response to case number XXXXXXXX for [redacted].
I sincerely apologize for any inconvenience caused. I would like to investigate this matter further but do need more information. If Ms. [redacted] could...
please provide the rental agreement number, I would be happy to assist.
Thank you.
Initial Business Response /* (1000, 8, 2015/08/21) */
Dear Revdex.com,
This is in response to case number XXXXXXXX for [redacted].
I sincerely apologize that Mr. [redacted] was not advised of the windshield charge when he returned the vehicle. Unfortunately this policy is explained in the...
contract and states if the LDW is not accepted and the car is returned damaged, then the customer is responsible for all charges.
I sincerely apologize but we are unable to process a credit for the windshield charge.
Initial Consumer Rebuttal /* (3000, 10, 2015/08/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There was no loss or damage so there was no reason that I would have needed to have the LDW insurance. This was a defective product/vehicle and just like if the engine failed, the rear windshield failed causing me tremendous inconvenience. The window simply shattered while parked and therefore insurance has nothing to do with this. I was in the store when it happened and not driving the vehicle. This issue is not about insurance but about customer service and so far I've seen no customer service from Hertz...just aggravation.
Final Business Response /* (4000, 12, 2015/09/09) */
This is in response to your case file XXXXXXXX for [redacted].
We are very sorry for the problems Mr. [redacted] experienced with this rental and for the lack of service and assistance he received when reporting this. As a gesture of our concern, a credit of $300.00 is being issued to his MasterCard account. This represents the charges billed for the window. Please allow 3 to 5 business days for this credit to post to the account.
We appreciate this opportunity to provide assistance.
Initial Business Response /* (1000, 5, 2015/08/14) */
At Hertz Car Sales, we strive to provide a best in class buying experience to every customer every time. The customer been contacted the we have resolved the matter.
Initial Consumer Rebuttal /* (2000, 7, 2015/08/20) */
(The consumer...
indicated he/she ACCEPTED the response from the business.)
We received the plates and registration two days after filing this complaint. I had to pay for express shipping to send the plates to my son in Arizona and Hertz sent a $25 debit card to offset the shipping costs.
Initial Business Response /* (1000, 8, 2015/08/11) */
This is in response to [redacted], case XXXXXXXX.
I sincerely apologize for any misunderstanding regarding the charges billed for the toll violation. American Traffic Solutions (ATS) Processing Services is responsible for the...
administration of traffic and toll violations. You may contact ATS directly at, www.rentalcarticket.com or by phone at XXX-XXX-XXXX.
I appreciate this opportunity to provide assistance. Your business is appreciated and we look forward to being able to serve you again.
Initial Consumer Rebuttal /* (2000, 10, 2015/08/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response / [redacted] (1000, 8, 2015/08/21) */ Dear Revdex.com, This is in response to case number XXXXXXXX for [redacted] I sincerely apologize that Mr [redacted] was not advised of the windshield charge when he returned the vehicleUnfortunately this policy is explained in the contract and states if the LDW is not accepted and the car is returned damaged, then the customer is responsible for all charges I sincerely apologize but we are unable to process a credit for the windshield charge Initial Consumer Rebuttal / [redacted] (3000, 10, 2015/08/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) There was no loss or damage so there was no reason that I would have needed to have the LDW insuranceThis was a defective product/vehicle and just like if the engine failed, the rear windshield failed causing me tremendous inconvenienceThe window simply shattered while parked and therefore insurance has nothing to do with thisI was in the store when it happened and not driving the vehicleThis issue is not about insurance but about customer service and so far I've seen no customer service from Hertz...just aggravation Final Business Response / [redacted] (4000, 12, 2015/09/09) */ This is in response to your case file XXXXXXXX for [redacted] We are very sorry for the problems Mr [redacted] experienced with this rental and for the lack of service and assistance he received when reporting thisAs a gesture of our concern, a credit of $is being issued to his MasterCard accountThis represents the charges billed for the windowPlease allow to business days for this credit to post to the account We appreciate this opportunity to provide assistance
Initial Business Response / [redacted] (1000, 5, 2015/10/14) */ This is in response to your case number XXXXXXXX for [redacted] We are very sorry that Mr [redacted] was unaware of the $authorization hold required at the time of rentA credit of $is being issued to his Visa account Please allow to business days for this credit to post to the account We appreciate this opportunity to provide assistance Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/10/16) */ (The consumer indicated he/she ACCEPTED the response from the business.) All I want is the refund for what I pre-paidHere, they are saying that will finally issue itAs long as it goes through, I am satisfied
At Hertz Car Sales, we strive to provide top notch customer service and accurate information on our RentBuy program and out thousands of cars for saleThe customer filled out a credit application with usIt was processed and submitted to our third party lenders, as Hertz does not provide financing for the vehicles purchasedThe customer was dissatisfied with the APR and down payment amount required by the initial approval and opted to add a second person to the credit application and requested the application be processed againThe bank which offered the initial approval, declined to approve the second application and we had to find a new lenderThe second bank approval came with stipulationsAfter several back and forth telephone conversations and emails with the customer, the stipulations required by the bank were never met, the bank didn’t fund the loan and the customer’s bank approval expiredThe customer was advised of this and encouraged to seek their own lender or immediately return the rental car and pay their rental chargesOnce the rental car is returned, the customer’s down payment will be returned
Complaint: [redacted] I am rejecting this response because: they are not waiting they are telling me to bring the car back immediately and I am responsible for the rental fee, the rental was done July because we paid a down payment and signed a contract to purchase the car, signed the title and have a bill of sale, not a rentalI am still unclear as to why this is happening I have a voicemail and email stating the lender backed out, after we were approved and made payment and signed all paperworkBut they stated on here we backed out because we didn’t like what the lender offered, and that never happened Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/04/16) */ At Hertz Car Sales, we strive to provide a best in class buying experience to every customer every timeUnfortunately in this case our vehicle had a Neverlost unit installed but as it is clearly stated on our website the Neverlost units are not part of the saleConcerning the tires, This vehicle was Certified Pre-Owned, meaning it has been through a comprehensive inspection and matching tires are not a requirement as long as they are in an acceptable condition and similar sizeI believe the biggest concern on the complaint is the windshield issue, Unfortunately since it only has chips and not cracks we are not able to replace it but will be more than happy to send a vendor again to repair the chips at your convenience, our vendor has assured us that the chips are repairable and no replacement is necessary I hope this resolution is to your satisfaction as we do value your businessIn the unfortunate case that this is not acceptable to you, we do still have the vehicle that you traded in and we can discuss reversing the sale if that is the direction you prefer Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/04/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) I find it absolutely amazing that we've returned your phone call twice and you soon you have not returned the phone calls I believe your business practices are less than.every consumer needs to be aware not to ever buy from Hertz they are not oF their word they do not care about the customer you have made that very clearand apparently you need to get the cotton out of your ears we told them in no uncertain terms were not buying the car without replacing the windshield I've expressed to you the experience we've had in the past just like we did them you advertised a car falsely that it had one set of tires all the way around add a GPS system you can color it whatever you want but you still lied and misrepresented in your ad and calling a consumer once does not mean you did your job you failed poorly.plus the fact that your employee under terms got references only if we didn't pay our car note which we did not get a loan through hertz but a bank and then turns around and calls a family member about our loan that's a breach of privacy atif you do not settle this with us today that's fine the next step is in the courts Final Consumer Response / [redacted] (2000, 12, 2015/05/05) */ (The consumer indicated he/she ACCEPTED the response from the business.) the windshield was replaced Final Business Response / [redacted] (4000, 10, 2015/05/05) */ At Hertz Car Sales, we strive to provide a best in class buying experience to every customer every timeAt this time I already spoke with the customer and the issues is resolved
Initial Business Response / [redacted] (1000, 5, 2015/11/19) */ Dear Revdex.com, This is in response to case number XXXXXXXX for [redacted] I appreciate the opportunity to review Mr [redacted] 's concerns regarding the additional charges billed to his account for cleaning chargesI apologize for any misunderstandings After reviewing the contract I do see where Mr [redacted] has called in to the location as well as our Customer Service line multiple times to dispute this chargeUnfortunately Mr [redacted] advised that he did have marijuana in the carThe location charged a cleaning fee because of the smell as well as left over residue from it, which caused a longer and more detailed cleaning In regards to Mr [redacted] being told we will send him a paper bill; Hertz does not bill that wayWe do run the card to get an authorizationIf an authorization is declined then the contract will be direct billed We have made our final decision and we will not be reimbursing the cleaning fee due to Hertz not being able to rent the vehicle in the condition in which it was returnedAdditional cleaning procedures were mandatory based on business rules and to prevent further service issues with other customers Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/11/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) Again, the cleaning fee is not the problemThe fact that Hertz Cuatomer Service as well as the location misrepresented themselvesNot only was I told my card would not be charged a cleaning fee, but I was told it would be refunded by the villing departmentI was told that the car smelled like tobacco and that there is tobacco all over the carThat has nothing to do with weed inside a prescription pill bottleSo if Hertz is saying that I am being charge for admitting to carrying a legal prescription that is fine as well Howevee Hertz is breaking the law I was told that I would get my money back as a one time courtesyWhen I asked about it I was told it was a mistake and that the person who told me was in trainingThe decision they are talking about is based on the location saying that they had to clean the car for tobaccoHertz corporate office said the decision was finial bc the car was just sitting at the locationI was told they could make more money renting the car thank cleaning it so they said they believe the location Again the problem is the the lies Hertz tells as well as the quality of serviceSo, I am asking for either my dollars back or my fees can be paidNot to mention I was last told we can give u a hundred dollars back Hertz number and the Location are both saying different thingsAnd I believe their buainess practices need to be investigated Final Business Response / [redacted] (4000, 9, 2015/12/01) */ Dear Revdex.com, This is in response to case number [redacted] I appreciate Mr [redacted] 's concerns Unfortunately, like previously stated, Hertz can not hold off on payment and send a paper billIf the charge does not go through on the card it is then forced charged and can potentially lead to collectionsI have reviewed this case with the management team over the location and they stated that all their agents know this policy and would not have advised that a paper bill can be sentI apologize for any misunderstanding but there is no refund due for this matter Thank you Final Consumer Response / [redacted] (4200, 11, 2015/12/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is not trueI was told by Derek that a paper bill would be sendThere is no reason for me to lie Also, I called and spoke to an agent who said my money would be refunded and now Hertz has lied about that and told me it was a misunderstanding Hertzs business practices need to be look at because they are a very shady companyThey have yet to prove that I was smoking in the carI was not and I do not smoke cigarettes I am only writing this to try and resolve this at the lowest levelIf not then Ill just be force to take Hertz to court
Initial Business Response /* (1000, 5, 2015/07/02) */
At Hertz Car Sales, we strive to provide a best in class buying experience to every customer every timeWe take complaints very seriously and work hard to address and resolve any issues that ariseThe customer reserved a test drive vehicle
through our web-based Rent2Buy programAs a part of the sales process, each customer is explained the process of how our vehicles are soldOur vehicles are active rental cars, still being actively used by rental customersOnce the vehicles return from their current rental, they are prepped for the test drive customer to seeSince the vehicles are active rental cars, sometimes they can be delayed or unavailable due to unforeseeable circumstances, i.e., theft, accident, vandalism, or vehicle being return to a different location by the current renter, just to name a fewSince there can sometimes be delays in the vehicles returning from rental, Hertz is unable to make any guarantees regarding the vehicles condition or availability on a specific date and timeRegarding this specific reservation for a test drive, the customer has been acquainted with the Rent2Buy program since A hertz member explained the Rent2Buy sales process to the customer, answered the customer's questions about the program, and remind the customer that the vehicles are active rental cars and to wait for a confirmation call before going to the pilocation for the test driveMost recently, the customer advise the Hertz representative that he was familiar with the program and understood how the sales process worksOnce it was discovered that the vehicle the customer requested to see was returned to a different location, the customer was contacted immediately regarding the vehicle being unavailable due to unforeseeable circumstances and assistance was offered to find a like vehicle, i.e., similar miles and price, on our website
Initial Consumer Rebuttal /* (3000, 7, 2015/07/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As per the reply , specifically ...Once it was discovered that the vehicle the customer requested to see was returned to a different location, the customer was contacted immediately regarding the vehicle being unavailable due to unforeseeable circumstances and assistance was offered to find a like vehicle, i.e., similar miles and price, on our website
My wife did an inquiry to find out where this different location was, so we could decide if we wanted to drive the distance to go see itThat is when we were told that the vehicle could not be foundAlso, we looked at the list of remaining vehicles of the same make and model and found that they had approximate 10,more miles and were priced thousands more
Would like to know where this car was found
Final Business Response /* (4000, 9, 2015/07/17) */
At Hertz Car Sales, we strive to provide a best in class buying experience to every customer every timeWe take complaints very seriously and work hard to address and resolve any issues that ariseThe customer reserved a test drive vehicle through our web-based Rent2Buy programThese vehicles are active rental cars, still being actively used by rental customersOnce the vehicle returns from its current rental, it is prepped for the test drive customer to seeSince the vehicles are active rental cars, sometimes they can be delayed or unavailable due to unforeseeable circumstances, i.e., theft, accident, vandalism, or vehicle being return to a different location by the current renter, just to name a fewFor this reason, Hertz is unable to make any guarantees regarding the vehicles availability on a specific date and timeAs a part of the sales process, each customer is verbally explained the process of how our vehicles are sold and sent an email with the same written information about the program to reference laterRegarding the specific reservation referenced by the customer,GXXXXXXXXXX,the customer was contacted and advised the vehicle was not available due to unforeseen circumstancesA hertz representative offered the customer assistance with finding a similar vehiclei.e., similar color, miles and price, on our websiteThe customer declined all similar available vehicles presentedSince our inventory changes daily, a Hertz representative advised the customer to check back on the website at a later date to see if an acceptable vehicle was available
Final Consumer Response /* (4200, 12, 2015/07/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I replied back once already What happened to that response?
Initial Business Response /* (1000, 5, 2015/07/01) */
At Hertz Car Sales, we strive to provide a best in class buying experience to every customer every timeUnfortunately in this case I have been actively trying to investigate this matter but have been unable to do so due to the lack of
informationI have tried to contact Mr *** at the phone number list above but no answerI would greatly appreciate if you can provide us with the name on the account so in order for me to be able to assist further
Initial Business Response /* (1000, 5, 2015/11/16) */
At Hertz Car Sales, we strive to provide a best in class buying experience to every customer every timeWe take complaints very seriously and work hard to address and resolve any issues that ariseWe have reached out to the customer to discuss
the issueWe have agreed to unwind the deal and refund the purchase price back to the bank
Initial Consumer Rebuttal /* (2000, 7, 2015/11/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Hertz never actually reached out to meI finally was able to get this done by calling and callingNo one ever actively pursued calling meAnd no one has ever apologized/explained exactly what happened with this experienceHertz has not taken responsibility for the poor experience
I have yet to receive the actual refund, and am advised it takes 2-weeksSo again, I am waiting and hoping this time that time frame is actually kept
Initial Business Response /* (1000, 5, 2015/11/04) */
This is in response to your case file XXXXXXXX for *** ***
We are very sorry that we were unable to provide a vehicle for this reservationOur records indicate the $was refunded on October and the additional $was
refunded on October The credits were issued to the Visa account ending in ***
Thank you for giving me the opportunity to review this matter
Initial Business Response /* (1000, 5, 2015/08/31) */
At Hertz Car Sales, we strive to provide a best in class buying experience to every customer every timeWe have contacted the customer and the issue been resolved
Initial Business Response /* (1000, 5, 2015/05/21) */
This is in response to *** ***, CASE#: XXXXXXXX
I have reviewed the rental history and confirmed a nonrefundable prepaid rate plan was selectedAt the time of the reservation confirmation the booking source was required to accept
the Prepaid Terms and Conditions before submitting the reservationI am sorry for any misunderstanding; however, as stated in the Terms and Conditions of the prepaid reservation, no credits or refunds will be issued for unused days
I appreciate the opportunity of clarifying this matterThank you for your business
At Hertz Car Sales, we strive to provide top notch customer service and accurate information on our RentBuy program and out thousands of cars for sale. The customer filled out a credit application with us. It was processed and submitted to our third party lenders, as Hertz does not provide financing...
for the vehicles purchased. The customer was dissatisfied with the APR and down payment amount required by the initial approval and opted to add a second person to the credit application and requested the application be processed again. The bank which offered the initial approval, declined to approve the second application and we had to find a new lender. The second bank approval came with stipulations. After several back and forth telephone conversations and emails with the customer, the stipulations required by the bank were never met, the bank didn’t fund the loan and the customer’s bank approval expired. The customer was advised of this and encouraged to seek their own lender or immediately return the rental car and pay their rental charges. Once the rental car is returned, the customer’s down payment will be returned.
Complaint: [redacted]
I am rejecting this response because: This statement is a flat out lie. "The customer was dissatisfied with the APR and down payment amount required by the initial approval and opted to add a second person to the credit application and requested the application be processed again. I have every email and almost every phone call recorded. I/we were never dissatisfied with the apr or down payment, otherwise I would have decided not to buy the car, I was told, after signing title and all other papers, that the lender backed out for some reason. I am extremely upset by this. why would I wire $2000 if I was dissatisfied? this is absurd.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/10/14) */
This is in response to your case number XXXXXXXX for [redacted].
We are very sorry that Mr. [redacted] was unaware of the $200.00 authorization hold required at the time of rent. A credit of $79.06 is being issued to his Visa account. ...
Please allow 7 to 10 business days for this credit to post to the account.
We appreciate this opportunity to provide assistance.
Initial Consumer Rebuttal /* (2000, 7, 2015/10/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
All I want is the refund for what I pre-paid. Here, they are saying that will finally issue it. As long as it goes through, I am satisfied.
Initial Business Response /* (1000, 5, 2015/04/16) */
At Hertz Car Sales, we strive to provide a best in class buying experience to every customer every time. Unfortunately in this case our vehicle had a Neverlost unit installed but as it is clearly stated on our website the Neverlost units are...
not part of the sale. Concerning the tires, This vehicle was Certified Pre-Owned, meaning it has been through a comprehensive inspection and matching tires are not a requirement as long as they are in an acceptable condition and similar size. I believe the biggest concern on the complaint is the windshield issue, Unfortunately since it only has chips and not cracks we are not able to replace it but will be more than happy to send a vendor again to repair the chips at your convenience, our vendor has assured us that the chips are repairable and no replacement is necessary.
I hope this resolution is to your satisfaction as we do value your business. In the unfortunate case that this is not acceptable to you, we do still have the vehicle that you traded in and we can discuss reversing the sale if that is the direction you prefer.
Initial Consumer Rebuttal /* (3000, 7, 2015/04/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I find it absolutely amazing that we've returned your phone call twice and you soon you have not returned the phone calls I believe your business practices are less than.every consumer needs to be aware not to ever buy from Hertz they are not oF their word they do not care about the customer you have made that very clear. and apparently you need to get the cotton out of your ears we told them in no uncertain terms were not buying the car without replacing the windshield I've expressed to you the experience we've had in the past just like we did them you advertised a car falsely that it had one set of tires all the way around add a GPS system you can color it whatever you want but you still lied and misrepresented in your ad and calling a consumer once does not mean you did your job you failed poorly.plus the fact that your employee under false terms got references only if we didn't pay our car note which we did not get a loan through hertz but a bank and then turns around and calls a family member about our loan that's a breach of privacy atif you do not settle this with us today that's fine the next step is in the courts.
Final Consumer Response /* (2000, 12, 2015/05/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
the windshield was replaced.
Final Business Response /* (4000, 10, 2015/05/05) */
At Hertz Car Sales, we strive to provide a best in class buying experience to every customer every time. At this time I already spoke with the customer and the issues is resolved.
Initial Business Response /* (1000, 5, 2015/07/21) */
Dear Revdex.com,
This is in response to case number XXXXXXXX for [redacted].
I sincerely apologize for any inconvenience caused. I would like to investigate this matter further but do need more information. If Ms. [redacted] could...
please provide the rental agreement number, I would be happy to assist.
Thank you.
Initial Business Response /* (1000, 8, 2015/08/21) */
Dear Revdex.com,
This is in response to case number XXXXXXXX for [redacted].
I sincerely apologize that Mr. [redacted] was not advised of the windshield charge when he returned the vehicle. Unfortunately this policy is explained in the...
contract and states if the LDW is not accepted and the car is returned damaged, then the customer is responsible for all charges.
I sincerely apologize but we are unable to process a credit for the windshield charge.
Initial Consumer Rebuttal /* (3000, 10, 2015/08/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There was no loss or damage so there was no reason that I would have needed to have the LDW insurance. This was a defective product/vehicle and just like if the engine failed, the rear windshield failed causing me tremendous inconvenience. The window simply shattered while parked and therefore insurance has nothing to do with this. I was in the store when it happened and not driving the vehicle. This issue is not about insurance but about customer service and so far I've seen no customer service from Hertz...just aggravation.
Final Business Response /* (4000, 12, 2015/09/09) */
This is in response to your case file XXXXXXXX for [redacted].
We are very sorry for the problems Mr. [redacted] experienced with this rental and for the lack of service and assistance he received when reporting this. As a gesture of our concern, a credit of $300.00 is being issued to his MasterCard account. This represents the charges billed for the window. Please allow 3 to 5 business days for this credit to post to the account.
We appreciate this opportunity to provide assistance.
Initial Business Response /* (1000, 5, 2015/08/14) */
At Hertz Car Sales, we strive to provide a best in class buying experience to every customer every time. The customer been contacted the we have resolved the matter.
Initial Consumer Rebuttal /* (2000, 7, 2015/08/20) */
(The consumer...
indicated he/she ACCEPTED the response from the business.)
We received the plates and registration two days after filing this complaint. I had to pay for express shipping to send the plates to my son in Arizona and Hertz sent a $25 debit card to offset the shipping costs.
Initial Business Response /* (1000, 8, 2015/08/11) */
This is in response to [redacted], case XXXXXXXX.
I sincerely apologize for any misunderstanding regarding the charges billed for the toll violation. American Traffic Solutions (ATS) Processing Services is responsible for the...
administration of traffic and toll violations. You may contact ATS directly at, www.rentalcarticket.com or by phone at XXX-XXX-XXXX.
I appreciate this opportunity to provide assistance. Your business is appreciated and we look forward to being able to serve you again.
Initial Consumer Rebuttal /* (2000, 10, 2015/08/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)