ComplaintsforHertz

• Initial Complaint

  04/15/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Rental Record# ********* Name: ************************* I had rented a car on 4/3 at *************** and returned the car on the same day around 7pm with a full tank of gas. Once I arrived to return the car, an attendant of Hispanic origin told me to leave the car, leave the key inside, proceed to gate and we will email you the receipt. On 4/9 I received a call from Hertz that I to call them back if I am still in the possession of the car, I called them back promptly and gave them all the info about the return. On 4/10, I get a call again, called back and ******* told me it will take ***** hours for the contract to be closed and the location i.e Hertz *************** has to close the contract and that we have started the process. I started noticing $100 charges on my credit card every day starting April 9, so I called hertz again on 4/14 and was told again contract needs to be closed and this time they will do it. As of now, after multiple calls and calling the *************** hertz directly who does not even pick up the phone, the situation is not resolved yet

  Business response

  04/19/2024

  Complaint ID: ********
  ********************** RR#: 112389616

  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 concern caused by the delay in your rental contract being closed out. Our records show the contract has been closed out and final invoice issued as of 04/17/24.  Rest assured, these delays are being addressed with appropriate management for their full review and corrective action where deemed necessary. We can confirm the total charges billed is $50.65 and have attached a copy of your final invoice for your review and record. The authorizations made on your account were immediately released at the time of the rental close out. 

  As a gesture of concern, we have applied a free rental day of points (950 points) to your Gold Rewards account. It is our hope you will use these points toward a future rental and allow for us to regain your complete confidence. 

  Customer response

  04/19/2024

   
  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

  04/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We were charged an additional ****** after paying 400 for the rental car. I contacted customer service and they refused to help me. They stated we signed a contract. Nobody informed us of these charges. This is bait and switch. They have not been helpful and refuse to address the issue

  Business response

  04/17/2024

  BBB Case #: 21570232
  RR# or Res#: *************************** is in response to *************************. 
  
  Per the signed rental agreement, you accepted and signed for the Loss Damage Waiver (LDW), the ******************* Supplement (LIS), the Premium ************************** (PERS), and the Fuel Purchase option (FPO). The charges are correct, and no refund is warranted. I have attached a copy of the signed rental agreement for your records.
  
  Thank you for contacting us. 
  

  Customer response

  04/18/2024

   
  Complaint: 21570232
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

• Initial Complaint

  04/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I DO NOT AGREE TO PAY AN ALL INCLUSIVE WEEK TOLL FEE BECAUSE I ONLY USED ONE TOLL ON JANUARY 17. I WOULD LIKE TO PAY PER TOLL CHARGE.

  Business response

  04/18/2024

  BBB Case #: 21569593
  RR# or Res#: ********************* is in response to ***************************. 
  
  I can confirm Platepass processed an adjustment of $118.77 and you were billed the $9.99 Administrative fee per usage day plus the cost of tolls. You may visit Platepss.com to verify the adjustment and I have also included a copy of the Platepass invoice for your records. I apologize for any misunderstanding.
  
  Thank you for contacting us. 
  

  Customer response

  04/19/2024

   
  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

  04/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  CARE CASE ******** ***** SPARK 7/09/22 CAR WAS STOLEN ON 7/11/22, I REPORTED THE INCIDENT TO HERTZ, AND THE CITY IT TOOK PLACE IN. I DID NOT STEAL NOR KEEP THE ****

  Business response

  04/17/2024

  BBB Case ********
  
  This is a response to ***************************
  
  Upon our review we found that the vehicle was repossessed as you had kept it past its due date and did not respond to or provide a valid reason for this overdue rental to our Vehicle Control team.While I regret this is not the desired outcome, this Suspended Rental Privileges status is permanent and cannot be undone.
  
  Thank you for contacting us.

  Customer response

  04/19/2024

   
  Complaint: 21565649
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

• Initial Complaint

  04/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hertz let me make a reservation at this location online, showing available vehicles. When I arrived, at this address which is a ************* I was informed by hotel staff that the hertz location had closed YEARS ago. I called hertz to see what they could do for me, and they did not even believe me and insisted on talking to the hotel staff. The manager informed them that this had happened about 30 times before including as recently as last week and asked hertz to remove this location from their website. I requested hertz to send me a vehicle or at least pay for me to get to their nearest location (an airport that was 10-20 miles away) and they refused. I ended up canceling my reservation and needing to adjust all my plans. I followed up with hertz to achieve some sort of remuneration for my wasted time and expense, and they took 2 weeks to respond, called me by a different customers name, and refused any sort of remedy. I believe a reservation is a commitment to provide a vehicle, at that location, at that time, and hertz failed completely to meet their obligation. Reservation #***********

  Customer response

  04/12/2024

   
  Better Business Bureau:
  Hello. Shortly after I submitted my complaint, the vendor responded to me again and did provide a resolution (which they had not done in their earlier response). Is there a way to update my complaint? The underlying issue (that hertz is set up to let people make reservations from a site that has not existed for apparently a long time) should still be resolved, but I am no longer searching for a remediation to my experience. 
  
   

• Initial Complaint

  04/09/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  2/22 I booked a Standard SUV through Expedia no cancellation booking for $548.54 with $386.76 prepaid for Hertz pickup 12:30 AM Sunday 3/24 *************. 3/23 were offered a **** Fusion and to return to exchange for an SUV the next day. It was 3am so agreed. Car not checked out by agent, rental agreement not gone over. 3/24 called customer service to ensure an adequate exhcange available. All calls to local branch disconnected. 3/25, my wife planned trip to the mall in ***** near airport and offered to exchange the car. She arrived at branch, agents checked in **** Fusion. Counter agent began processing exchange for SUV. Agent asked "Where is *******?" Wife received lecture she was not an authorized driver and should not have driven car. Turned away from counter and took an Uber home. Card charged additional $87. Called Hertz customer service who assured that ********************** additional driver policy was a spouse with a matching last name was an authorized driver and that the counter agent should have given her a car. Assurances made original rental would be refunded, car would be provided, Uber receipts reimbursed. Suggested return to the branch to resolve directly. 3/26, took Uber to airport. Branch manager *********************** assured me issue mishandled, per policy wife should have been given car. **** had agent offer SUV at lowest price available in system $401. Aware prepaid through Expedia. Stated refunds and reimbursement for Uber must come from the customer service department. Left satisfied. Email from Hertz 3/29 apologizing. Responded on 4/4 expectations for reimbursement as promised. 4/5 received response Hertz unable to refund as it was an Expedia rental. Offered a $50 rental certificate on next rental. I responded unacceptable solution. Entered chat with Expedia customer service. Told they would request refund from Hertz. 4/7 sent email to **** explaining trouble. No response. 4/9 received an email from Expedia that Hertz rejected request.

  Business response

  04/18/2024

  BBB Complaint# ********
  RR# *********

  This is in response to ***************************.
  
  Thank you for allowing Hertz to assist you on this matter.
  I am truly sorry to hear about the inconvenience you experienced with your rental with Hertz.
  Please be advised that the Hertz policy does allow for spouses to be covered as a benefit of being a Hertz Gold Member. However; the Gold Member Status was not used during the time of this booking. Since this reservation was booked via Expedia the benefits of Hertz Gold Membership wouldnt apply as the system would not allow you to stack discounts. In this instance (getting a discounted rate by prepaying and then also getting a free additional driver).
  I have reviewed all your supporting documents & worked with the rental location to have your Uber Expenses refunded and process and full refund for your rental. 
  
  Best Regards

  Customer response

  04/19/2024

   
  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

  04/08/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Re: rental booking confirmation reference number is. K8052659154. The full weight of ***** counter manager phone comment warrants a refund.On day of booking March 22, I appeared at the customer counter by phone call prior to pickup time with regards to my 1 week rental. I spoke with the Customer Counter Manager who told me that " THERE ARE NO VEHICLES AVAILABLE AT THE $ 38 DAILY RATE " that I had booked for. He then offered me a vehicle at or above $ ***** per day.I declined and he failed to cancel my booking at that moment. He also failed to call me in advance to inform me of the unavailability and subsequent cancelation of my booking. Instead, he left me on the books as a no show, thereby unjustly charging my card $ *****. This is unjust enrichment also a classic example of bait and switch. Hours later on same day March 22, I appeared in person at the Dollar Car Rental COUNTER at ********************* also a Hertz Company to pick up an available weekly rental at the $ 38 daily rate that I preferred.They key words that warrants a refund is "THERE ARE NO VEHICLES AVAILABLE AT THE BOOKING PRICE".The conversation I had with the rental counter at the pickup location and the rental counter manager's words were not given due diligence and were just swept aside in Hertz's initial response to my refund request previously submitted in which they, dragged their feet, rather than respond in a timely manner.Also they did not inform me with documentation or invoice or reason whether verbal or written in regards to the $ ***** charge. In their initial response ************** said that I did not show up st the counter is the reason for that charge. Now that don't compute because the front counter manager told me in a phone call that I had initiated that there was no vehicles available at my booking rate. Even if I had personally shown up, the booked $ ***** rate unavailability would still be a fact and I still would have declined his $***** or above daily rate offer.

  Business response

  04/12/2024

  Complaint ID: ********

  Res#: K8052659154

   

  Please accept my apology for your experience and for any inconvenience caused when your reservation was not fulfilled. I have issued a refund of $39.68 to your credit card. Please allow up to 7 business days for the refund to post to your account. 

  Customer response

  04/16/2024

   
  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

  04/08/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On 4/6/2024 I rented a vehicle (contract #********* for $91.52) from the ********************* branch of Hertz. Upon arrival I was told there were no midsize vehicles available but I could pay more for an upgrade. I declined and was told to wait until a vehicle was available. Several other customers were waiting rather than be baited into paying more for a vehicle.When I returned the vehicle at 0450 on 2/8/2024 the branch was not open so I recorded the mileage, date, time and fuel status (Full) on their form and put it with the key in the dropbox. Later that day I received a bill that was more than the original contract (charged $116.61.) After reviewing the charges I realized they charged me for two gallons of fuel. I had filled up the vehicle three miles from the airport and the gauge was full when I returned the vehicle. I attempted to call the branch multiple times but the phone rings and nobody answers. The online reviews highlight several instances of incorrect charges indicating fraudulent business practices.

  Business response

  04/12/2024

  BBB Case 21545156
  Rental Record 114207192
  
  This is in response to ***********************,
  
  Thank you for providing the documentation of the fuel level.I apologize for the locations error. A refund in the amount of $25.09 should post on the billed credit card within the next 7 business days.
  
  Thank you for contacting us. 

  Customer response

  04/17/2024

   
  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

  04/06/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Hertz Rental Agreement #L64130581 We made a Hertz reservation for a 1-way car rental from ************, ** to *******, **. The reservation system showed we could pick up in ************ at 12:30pm, returning the car to the Hertz location in ******* by 11:30pm on Friday, Dec. 1, 2023. We made this reservation & picked up the car at 12:28pm in ************, signing a 1-day rental contract for $320.40, with the contract clearly stating 1 day, the price, and that the car is to be returned in ******* by 11:30pm the same day. The car was returned to Hertz in *******, ** on 12/01/23 at 9:15 pm & the key placed in the drop box, fulfilling the requirements of the 1-day rental contract.To our surprise, an additional charge of $760.67 appeared on our credit card on Monday, Dec. 4, 2023. We called Hertz **************** & were told to call the pickup location, who told us to call the ******* office. The employee in ******* said that they charged ** for the entire weekend (2 additional days) because there was no Hertz employee working over the weekend when the car was returned.At no time when the reservation was made online or when the car was picked up were we told that we would be charged for Hertzs lack of an employee to work over the weekend. The contract we signed in ************ very clearly indicated a 1-day rental if returned by 11:30pm Friday, 12/01/23; which we fulfilled.We are filing this complaint in hope that we will receive a refund for the extra $760.67 & that Hertz will be stopped from continuing this deceptive practice. A company the size Hertz certainly has a technology ***** capable of programming the reservation system to look up office hours at a drop-off location and disallow a return on a Friday night after closing (the online reservation ***************** issued at pick-up should have only allowed a drop-off on Monday, Dec. 4, listing the price of a 3-day rental). It certainly appears that Hertz is using this ploy to fraudulently overcharge.

  Business response

  04/16/2024

  BBB Case 21540551

  Rental Record L64130581

  This is in response to Sierra ********************** location has issued a refund today. Please allow 7 business days for it to post on the billed credit card. I have attached a copy of the updated receipt. 

  Thank you for contacting us. 

  Customer response

  04/19/2024

   
  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,
  
  Sierra *****

• Initial Complaint

  04/06/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I made a reservation with Hertz to pick up a vehicle at 9am April 6th. The reservation was not fulfilled until 3pm. In addition while I had made a reservation for a compact car I was given a 6 passenger SUV. Throughout the process no Hertz Representitives were able to take any responsibility for the error, or address the issue in any way. The local office was under staffed and working hard to try to meet the reservations, but they were not provided with the vehicles that had been promised, or any tools that would allow them to manage the situation. I was one of a dozen customers in this situation.

  Business response

  04/11/2024

  Complaint ID: ********

  RR#: 114214730

   

  Please accept my sincere apology for any inconvenience caused when there was a long wait for a vehicle and the reserved vehicle class was not available. While we do state that a vehicle from the class booked will be available, on rare occasions, unforeseen situations arise that result in inventory shortages. This is usually caused by late returns, extended rentals or damaged vehicles. When it does occur, our policy is to provide a vehicle from the next available group at no extra cost.

  As a gesture of our apology I have provided a $50.00 on one day of your rental. The refund with applicable taxes is $54.40. Please allow up to 7 business days for the refund to post to your account. 

  Please know that we take all customer concerns very seriously and I want to thank you for allowing me the opportunity to review this matter.

  Customer response

  04/17/2024

   
  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,
  
  *************************

*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. ↩