Complaints

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

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  Hertz

  8501 Williams Rd Estero, FL 33928-3325

• 

  Hertz

  5405 Airport Service Rd Tampa, FL 33607-1419

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  Hertz

  4500 E Speedway Blvd Ste 40 Tucson, AZ 85712-5325

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  Hertz

  Ontario International Airport Ontario, CA 91761

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  Hertz

  5800 Gasoline Alley Dr Bakersfield, CA 93313-3741

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:11/20/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been renting an Uber Tesla rental from the Hertz Charlotte Pep Boys location (9415 East Independence Blvd, Matthews, NC 28105) for about 20 consecutive weeks now (started on June 28). Initially, I got in on a promotion that Uber was running for this location, where if I rented a Tesla for one week I would get the second week for free (see attached promo).
  
  Payments were being charged to my card on a weekly basis, as expected. However, after several weeks in Hertz stopped charging my card for some odd reason, even though I was still receiving emails that my card was successfully charged. On 8/13/2024, I received an email from Hertz (see attached) in which they stated that they had internal issues with their payment systems and that they'd be charging me for all the previous weeks all at once. In doing this, I was wrongfully charged for the free week that I was supposed to receive from the promotion.
  
  I first reached out to Uber support. They told me that I have to contact the Hertz location. When I reached out to the Hertz location, they told me I needed to call Hertz cooperate. I had to call Hertz cooperate a total of 4 times:
  
  1st Time: Was told they were aware of the Uber promotion and that I'd be receive a refund within 3-5 business days. I never received it.
  2nd time: Was told I'd be receiving a refund in 5-10 business days. Never received it.
  3rd time: Was told the promotion would need to be verified (even though two previous agents already validated it) and told my case would be escalated and to check in 5-10 business days. Still never received refund
  4th time: Was told case was escalated again and to wait 5-10 business days. Was told no progress was made on my previous case. Still have not received my refund.
  
  Hertz is making me go through obstacles just to get money back that they wrongfully charged to me. Each agent has given different information and it appears no progress has been made. Hertz needs to honor their promotion and refund me.

  Business Response

  Date: 12/06/2024

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

  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 inconvenience or frustration caused by the free week promotion through the Hertz Uber program. Upon receipt of your inquiry, we immediately reached out to our management team in Matthews for their full review and assistance. Based on their review and feedback, it was determined that a refund for one-week rental is due. Therefore, we have processed this refund on your recent invoice which will reflect the refund of the weekly rate of $325.00. Though processed today, please allow up to 5-7 business days for the funds to show on your account. Thank you for bringing this to our attention, rest assured this is being addressed internally to ensure future errors are avoided. 

  Customer Answer

  Date: 12/12/2024

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

• Initial Complaint

  Date:11/18/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello,
  
  Please see attached text message from the location manager Justin B******** stating he has my bag (as he also stated verbally two times on the phone) but then later could no longer find the bag which had over $350 worth of items in it. I am aware they are not responsible for lost items, however they admitted they had the item and then lost it. I have been attempting for 6 months to get a supervisor and have been ignored and told my bag couldn’t be found in Canada when I was never in the country of Canada. I was in Syracuse, NY.

  Business Response

  Date: 11/29/2024

  BBB Case ********
  Rental Agreement# *********

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

  Thank you for providing this
  feedback. We are currently reviewing your claim regarding a missing item
  reported as being in lost and found. We have contacted the location and their
  leadership team; someone from management will follow up once the investigation
  is complete.

• Initial Complaint

  Date:11/15/2024

  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.

  My friend and I just returned from a two-week vacation in Ireland and got home to find a $950 bill for our rental car. To rent the car itself was only around $200 but the Hertz (which is US-based company) desk at the Dublin airport charged us over $700 in additional fees for services we did not ask for or consent to pay for. We only asked for insurance on the car and were charged for several other “features” that were never explained to us. The attendant also failed to disclose the price/additional fees for any of it.
  
  I would like to report Hertz for unethical or fraudulent behavior. I did some research online and found many of similar complaints specifically about the Hertz at the Dublin airport (See attached screenshots for examples of similar complaints of scams that date back at least 10 years.) I would like to be refunded for the additional fees that we were charged for and to try to stop this from happening to other people.

  Business Response

  Date: 11/18/2024

  BBB Case ******** 
  
  This is a response to ********* ****, 
  
  Unfortunately, there were no specific details included in your query and I am unable to locate your rental by name alone. I have also been unable to locate a reservation confirmation by using your provided email address or phone number. I would like to make a meaningful investigation into this matter but will need more information to do so.? Please provide me with your 9-digit Hertz Rental Record number or your 11-digit Hertz reservation ID number beginning with the letters “K” or “L.” Once received, I will be able to further review your concerns. 
  
  Thank you for contacting us. 

• Initial Complaint

  Date:10/22/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to Hertz **** on 9.10/2024 and rented a faulty vehicle that had a bad tire, in which I was forced to pay $115 to replace. Suddenly, while driving a customer to their destination, the car started overheating. I took the car back to exchange for another vehicle and was denied. I was given a voucher to take an overheating vehicle to ********* for repairs, which was 45 minutes away from them, so it overheated there and back. I was advised after the fact that they were not authorized to give me the voucher for major repairs. ********* stated the fuel pump, fan, and radiator need to be replaced and gave an estimate of $3000 to repair it. I was unable to make any money and had already paid for the week and was unable to use the car because it was supposed to be getting repaired. After a few days, I called ********* to find out when the vehicle would be ready, and ********* stated that the vehicle would not be repaired until payment was approved. After countless hours and days on the phone, I finally spoke with someone who said that the vehicle would be towed back to the Hertz **** location and that they are unwilling to pay for the repair, so now I have been unable to make any money, and I was driving **** full-time over 8 hours a day. This was my only means of income. The **** Hertz is not only unwilling to refund me or provide me another car, but they are also sending me threatening emails and text messages saying they are going to use legal action against me, knowing full well I haven't had the car in over 2 weeks due to waiting for repairs. I want a full refund for all the money I paid for this faulty car and ongoing lost wages, when they could have provided a different vehicle. I will be contacting a lawyer, if they are unwilling to provide me with this resolution. They don't answer the phones, I don't have a vehicle, and it cost too much to travel by **** just to get a resolution that was not my fault in the first place.

  Business Response

  Date: 10/27/2024

  RE: BBB Complaint # ********
  RR # *********
  
  Dear ***** ********, 
  Thank you for taking the time to reach out to us regarding your complaint. I regret the inconvenience this matter has caused you. According to the Terms and Conditions of the **** program, our customers are responsible for the maintenance of our vehicles, which require contacting our roadside service team to have a voucher issued. In cases where the repairs are excessive, the Hertz location will determine if they want to issue the voucher or decline repairs and instruct to return vehicle. Please be advised that our agents did follow proper procedures. I am also showing the contract was closed accordingly and no additional charges were billed. I would like to take this opportunity to thank you again for contacting us and we look forward to serving you in the future. 

  Customer Answer

  Date: 10/28/2024

   
  Complaint: 22461353
  
  I am rejecting this response because:  Hertz did not handle this properly.  When I drove to the location to tell them the car was over heating, they didn't even examine the car, instead, they made me drive a overheating car all the way to the ********* almost an hour away.  I was unable to work since then,  The whole purpose of renting a vehicle was to work, and I paid them every week, and the last payment was a waste of money because I was unable to work. I included text messages that the representative agreed and stated I would be credited back.  Hertz screwed me over, they gave me faulty car, denied payment to fix it, never offered another vehicle, threatened me with legal action knowing I didn't have the car in my possession, cost me lost wages and closed my account as if I caused these issues.  The person that responded stated It was in the policy to for the customer to get the vehicle repaired and get a voucher from roadside assistance, and if that's the case. they didn't follow their own policy because they endangered me by forcing me to take a overheating vehicle to get repaired, they were not worried about my safety.  It is also in the policy that customers are allowed to swap vehicles if they are not happy with it or its having issues, which did not occur.  It is not okay to s**** someone out of making wages and walk as if nothing happened, I would like to move forward with arbitration or legal action. 
  
  Sincerely,
   
  ***** ********

  Business Response

  Date: 10/29/2024

  BBB Case 22461353 
  RR No: 378568735 
  
  This is a response to Jacku Williams 
  
  While I understand this is not the response you were anticipating, I want to assure you this matter was treated with the utmost importance and our decision is based on the exhaustive review carried out. As stated previously, per the Terms and Conditions, you are responsible for the vehicle for the entire duration in which it is in your possession. As this rental began on 09/10 but this issue was not reported until 10/18, you would be responsible and no compensation is warranted. 
  
  Thank you for contacting us. 
  

  Customer Answer

  Date: 11/05/2024

   
  Complaint: 22461353
  
  I am rejecting this response because: The business is refusing to refund me and they fraudulently charged my checking account over $2000 today, after stating to BBB I didn't owe anything 
  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 11/21/2024

  BBB Complaint ID:  ********

  RR:  378568735

   

  Thank you for giving us the opportunity to review your concerns.  We apologize for any inconvenience this may have caused.   We have reviewed all documents, with the vehicle being repossessed and it was not at the ********* as previously advised. 

  Best Regards

  Customer Answer

  Date: 11/25/2024

   
  Complaint: 22461353
  
  I am rejecting this response because: Hertz is lying the vehicle was taken to ********* and stayed there until they had it towed back to them.  Again, hertz stated in the beginning of this complaint that my account was closed and no additional fees were assessed then turned around without my authorization and charged over $2000 to my bank account in which there is a current investigation.  What they did was illegal and I want them investigated, If there is no resolve I will take this matter to social media and expose them.
  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 11/26/2024

  BBB Complaint ID:  ********

  RR: 378568735

  Thank you for reaching out regarding your concerns. We have carefully reviewed your account and the circumstances surrounding your vehicle.
  
  According to our records, when the issues with the vehicle were brought to our vendors attention, the contract was in an overdue status.
  
  Our records indicate that the contract was due for return or extension on October 8; however, these options were not completed and the vehicle was taken to the shop on October 18th. By this time, the contract was past due and no longer active. As a result, the contract transitioned into a repossession status, which led to the vehicle being towed. This process also required the creation of new keys for the vehicle. Unfortunately, the delay in bringing the vehicle to the approved shop within an appropriate time frame did not allow for us to address the vehicles concerns. Additionally, it did not allow for the necessary repairs to be completed or the contract to be extended in the normal course of business.
  
  In accordance with the Terms & Conditions under the Hertz/Uber program, customers are responsible for the maintenance and upkeep of the vehicle assigned to them, this requires contacting our **************** team to have a voucher issued for repairs. We show you reported a flat rear tire on the vehicle on September 19, which was 9-days after the rental began. We show the vehicle at this time, was a new vehicle with under ***** miles. Furthermore, the vehicle had passed a pre-rental inspection, which included the tires and there were no issues indicated with the vehicle at that time. Therefore, the tire replacement falls under the customers responsibility, as the flat was not pre-existing nor were there any pre-existing issues with the vehicle assigned. 
  
  While we understand that this outcome may not be what you anticipated, we must confirm that the charges billed are valid and our decision remains unchanged.
  

  Customer Answer

  Date: 12/04/2024

   
  Complaint: 22461353
  
  I am rejecting this response because:

  I have attached the conversation in which Hertz stated we do not owe any additional money then turned around and charge my husband account over $2000.  He got the vehicle on 9/10/24, and a month later 3 major issues was detected by ********* costing over $3000, They were suppose to switch the vehicles out but instead gave him a voucher and forced him to drive the vehicle while overheating to the ********* who determined 3 major issues that caused vehicles to overheat. Hertz refused to pay and they came and got the vehicle, and now it seems like they are trying to make me responsible for repairs that I had no knowledge that the vehicle had, and stating the vehicle was not at the *********, well that's not my issue because that where he left it to get repaired at. They are a scam and I am tired of going back and fourth with no results on BBB, when is BBB going to set up arbitration. You can also call ********* at *************************************************** ************ to confirm what Im telling you 

   

  Thank you,

   

   

  ***** Player

   

  Business Response

  Date: 01/09/2025

  Complaint ID: ********
  RR # *********
  
  Thank you for reaching out and sharing your concerns. We understand your frustration and would like to clarify the situation based on our records.
  
  When the issues with the vehicle were reported, the rental contract was already overdue. The contract was due for either return or extension on October 8th, but these actions were not completed. The vehicle was taken to the shop on October 18th, by which time the contract had moved into a repossession status. As a result, the vehicle was towed, and new keys were made. Unfortunately, the delay in bringing the vehicle to the approved shop within the appropriate time frame prevented us from addressing the vehicles concerns or completing the necessary repairs.
  
  According to the Terms and Conditions of the Hertz/Uber program, customers are responsible for the maintenance and upkeep of the vehicle assigned to them. This responsibility includes contacting our **************** team to obtain a voucher for repairs.
  
  Our records indicate that you reported a flat rear tire on September 19th, just nine days after the rental began. At that time, the vehicle was new, had less than ***** miles, and had passed a pre-rental inspection with no issues noted. Therefore, the tire replacement is the customers responsibility, as it was not a pre-existing problem.
  
  We understand this outcome may not meet your expectations, but we must confirm that the charges billed are valid and our decision remains the same. We appreciate your understanding and cooperation regarding this matter.
  
  Kind regards   

  Customer Answer

  Date: 01/11/2025

   
  Complaint: 22461353
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** ******** .The vehicle went down a day after i payed. They were supposed to give me a new vehicle instead they gave a voucher to get it fixed. The problem with the car was the water pump and  the radiator. The ********* diagnosed the problem and hertz refused to pay for the repairs. This isn't about a flat tire. The car sat at the shop for two weeks.  How am going to pay for a car i do not have. They have the keys because the keys was with the car at the shop. Hertz themselves told me they should've just gave me another car. 

  Business Response

  Date: 01/23/2025

  I have decided NOT to participate in Binding Arbitration to resolve my complaint with ID ********,. I understand that because I have decided to not pursue arbitration that BBB must close my complaint. I have decide to pursue legally or via other avenues. 

   

  Regards,

   

• Initial Complaint

  Date:10/09/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Rented a car on Sept. 13 at an agreed price of $366/week, on the second week, ******* detected fraud and declined the $366 payment, I contacted my bank and had this straightened out and my bank sent over the money right away, I have the statements and a screenshot showing that the money was sent, a day later I received a message from hurts saying that my rental was overdue, I called the phone number, talked to a lady on support and she said if my payment went through everything should be fine, fast forward a few days later and Hertz locked me out of the car even though I paid. I contacted support, they told me to go to the store and try to straighten it out and when I got there the people at the store would not help me and refuse to do so, I called back to support and their only solution was to charge me again for the week I paid for so they tried to charge me over $700 even though I had paid my dues for that week, then I had to call them to come tow the car because it was stuck in my driveway being that they locked me out of it and they told me they would be charging me another $250 for the tow because they had to come recover the car. They purposely locked me out of the car to charge me the $250 fee for towing, they picked that car up on Friday, October 4th, they are still texting me to this day, and I'm receiving messages stating that my rental is overdue and to return the car. Even though it has been returned for over 4 days now. I would like a refund due to the fact that they tried double charging me and locked me out of the car that I had every right to use causing me to lose wages with my job which currently is an Uber driver and that's what the car was for. They purposely locked me out so I couldn't return it so they could overcharge me. They purposely tried to double charge my bank account and charge me again for a week I already paid for. I want all my money that I've paid back.

  Business Response

  Date: 10/22/2024

  BBB Case 22401374 
  RR No: 380172240 
  
  This is a response to ***** Theroux 
  
  Our records show that this rental was paid through September 27 but was kept until October 27, resulting in the overdue charges and reposession of the vehicle. I apologize for any confusion, however the charges are valid and will stand. 
  
  Thank you for contacting us. 
  

  Customer Answer

  Date: 10/23/2024

   
  Complaint: 22401374
  
  I am rejecting this response because:
  It is simply not true, I made the payments, and the vehicle was still taken back. I have proof provided that I made the payment, and the business is still being untruthful, and deceitful. These are shady practices. I still demand my full refund. I made all the proper payments and I was told I didn't, and the business is still trying to do so. They are even still months later holding money in my bank account and refuse to release the funds, it's been months and I still have pending charges on my account. Company is extremely unprofessional.
  Sincerely,
  
  ***** *******

  Business Response

  Date: 10/27/2024

  RE: BBB Complaint # ********
  RR # *********
  
  Dear ***** *******, 
  Thank you for taking the time to reach out to us regarding your complaint. I see your original deposit hold was $398.00 on 9/13. On 10/8 the hold amount was then updated to ******. This amount was denied. Once this hold was denied, we were no longer able to complete the transaction. When your bank approved a hold manually for the additional $334, it was not given an expiry for the hold or an approval number. Depending on the bank or credit card company, there may be a delay between when the charges are received and when the hold is released. The length of time this takes is not determined by Hertz. Since the card issuer is responsible for releasing authorization holds/funds back to their customer's accounts, you must contact the card issuer directly for assistance. Please note that once the authorization hold has been released from your account, it will not appear as a credit; it will just be removed from your statement, and the funds will no longer be pending.  
  

  Customer Answer

  Date: 10/27/2024

   
  Complaint: 22401374
  
  I am rejecting this response because:
  The company is still LYING directly to my face! How unprofessional! Now they're trying to say the car was kept until Oct 27th?! What a direct lie! I have proof it was returned on October 7th! And that was only the day they processed it being returned, in reality they had the car back on the 6th! I STILL WANT MY MONEY BACK. 
  Sincerely,
  
  ***** *******

  Business Response

  Date: 11/27/2024

  BBB Complaint 22401374

  Thank you for reaching out regarding your concerns.  We have carefully reviewed your account and the circumstances surrounding your vehicle.  

  According to our records, we were not able to collect any further authorizations after the first week extension.  The remaining balance on the rental agreement is correct.   While we understand that this outcome may not be what you anticipated, we must confirm that the charges billed are valid and our decision remains unchanged. 

   

  Kind Regards, 

   

  Customer Answer

  Date: 12/05/2024

   
  Complaint: 22401374
  
  I am rejecting this response because: ******* account is still actively being charged money to this day by your fraudulent company and I have enough proof to take you to court, I've already been in contact with a law firm and made a police report. 
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 01/03/2025

  BBB Complaint: 22401374 
  RR# ********* 
  

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

  As stated previously, the charges are correct, and a refund is not possible. Our records indicate the vehicle was returned on October 7th, 2024. We do not have a record for return on October 27th.  I have attached an updated copy of your invoice for your review and records.  
  
  
  We understand this is not the outcome you were anticipating. However, we want you to know this matter has been fully addressed and closed.  
  Thank you for contacting us.  

  Customer Answer

  Date: 01/06/2025

   
  Complaint: 22401374
  
  I am rejecting this response because:
  I still want my refund as you are incorrect and I was wrong fully charged and I'm still being charged to my bank to this day! Your company just tried to charge me another 500$ thief!
  Sincerely,
  
  ***** *******

  Customer Answer

  Date: 01/24/2025

  They have still attempted to charge my account multiple times after I returned the vehicle resulting in my account going thousands into the negative, please reach out and speak to my bank if you need to, my credit has gone bad, my accounts are closed and have gone to collections, this has horribly ruined my financials. Hertz is a horrible thief of a company that needs to be put out of business. I have gone to the police, and I will be seeing a lawyer next if I need to, I've already filed a criminal report against the company 

• Initial Complaint

  Date:09/30/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 10/09/2024

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

  Kind Regards

  Customer Answer

  Date: 10/09/2024

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

• Initial Complaint

  Date:09/23/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 09/24/2024

  BBB Complaint: ********

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

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

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

  Thank you for contacting us. 

   

  Customer Answer

  Date: 10/09/2024

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

• Initial Complaint

  Date:09/12/2024

  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.

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

  Business Response

  Date: 09/12/2024

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

  Customer Answer

  Date: 09/13/2024

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

  Business Response

  Date: 09/16/2024

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

  Customer Answer

  Date: 09/16/2024

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

  Customer Answer

  Date: 09/25/2024

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

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

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

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

  Business Response

  Date: 10/10/2024

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

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

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

  Customer Answer

  Date: 10/11/2024

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

• Initial Complaint

  Date:09/03/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 09/04/2024

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

  Customer Answer

  Date: 09/04/2024

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

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

  
  **** *****

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

  Business Response

  Date: 09/04/2024

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

  Customer Answer

  Date: 09/04/2024

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

  Business Response

  Date: 10/03/2024

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

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

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

  Customer Answer

  Date: 10/09/2024

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

• Initial Complaint

  Date:08/30/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 09/01/2024

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

  Customer Answer

  Date: 09/01/2024

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

  Business Response

  Date: 09/01/2024

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

  Customer Answer

  Date: 09/01/2024

   
  Complaint: 22220229
  
  I am rejecting this response because:

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