Business Profile

Auto Rentals and Leasing

Hertz

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Important information

Customer Complaint:
Hertz requests and BBB recommends that if you have any complaints or concerns, please contact Hertz's Executive Customer Service Team at [email protected] or (239) 301-7000 prior to contacting BBB.

The customer experience information and complaint history provided in this BBB Business Profile reflects Hertz's worldwide operations. BBB Serving West Florida services all customer complaints and reviews for Hertz and its locations throughout the world.

Complaints

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

Customer Complaints Summary

7,199 total complaints in the last 3 years.
1,719 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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

Initial Complaint
Date:06/24/2024
Type:Customer Service 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 never rented a car I dont have a license to even rent one and they will not refund me
Business Response
Date: 06/25/2024
Complaint ID: ********
RR#: Unknown

We are unable to locate the rental in question with the information you have provided. So that we may assist, please provide the following information: 1. Reservation confirmation number or rental agreement/record number. 2. Beginning and ending dates of rental. 3. Location of rental (city/state). 5. Any documents to support your complaint/dispute. Once we have the updated information we will be glad to assist you.
Customer Answer
Date: 06/26/2024
I never signed any paperwork nor did I receive any notifications by email or phone. Most importantly I dont have a drivers license.
Customer Answer
Date: 07/03/2024

Complaint: 21892360

I am rejecting this response because:

I dont have anything because I never gotten a rental all I have is my bank statement and I believe they canceled my card
Business Response
Date: 07/05/2024
BBB Case 21892360

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

Unfortunately, there were no specific details included in your inquiry. I want to do a meaningful investigation but need more information to do so. Please specify your concern for better assistance.

Thank you for contacting us.
Customer Answer
Date: 07/09/2024

Complaint: 21892360

I am rejecting this response because:
Please see attached bank statement showing they charged my account.

Sincerely,

*************************
Business Response
Date: 07/15/2024
BBB Case 21892360

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

If you have not already done so, please report to your local law enforcement. Please provide a copy of the police report for review.

Thank you for contacting us.

Customer Answer
Date: 07/15/2024

Complaint: 21892360

I am rejecting this response because: the business charged me without my knowledge and without my consent

Sincerely,

*************************
Business Response
Date: 07/29/2024
BBB Complaint#********
Rental Record #H32349671

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

We sincerely apologize for the frustration that this experience has brought you. Rest assured that Hertz has conducted a full investigation, and as a result, we have provided a full refund for the associated charges. Please allow 7 - 10 days for the refund to post to your account.
If you have any more concerns or require any further assistance, please do not hesitate to reach out to us.
Initial Complaint
Date:06/24/2024
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.
In regards to claim #******* for a rental car from ***********. Despite having rented many cars, the persistent recommendations for early check-in and self-check-in were new to me. Eventually, I opted in due to the numerous prompts. While picking up the vehicle was easy, HERTZ provided inadequate information about inspecting the vehicles condition. No prior condition report or reminders for a vehicle walk-around were given. The poorly lit, congested, and noisy parking garage further complicated a thorough inspection.I picked up the car at 6:15 pm, drove 24 miles, and parked in a well-lit area at 7:30 pm, where I noticed a small, 3mm chip in the windshield. Assuming it was noted by your staff, I took a photo but did not report it due to insufficient instructions.The next morning, the chip expanded into a small crack when the A/C was turned on. I contacted your hotline and explained the situation. We chose to continue using the vehicle and returned it to CLT airport on 6/4.Before leaving, I showed the chip photo to a manager, who assured me the damage would not be my responsibility and provided a $50 credit (Cert #*******-2).2 weeks later, I received requests for my insurance information and a demand letter for $827.06 ($509.35 for damages and $317.71 in fees). I discussed this with your representative, ***********************, who stated I needed to dispute the claim despite the manager's assurances.Unfortunately, I deleted the chip images, trusting the managers assurances. I am consulting my attorney and insurance provider as I feel wronged by HERTZ. The self-check-in process should provide more comprehensive information. Immediate access to damage reports is essential for renters to know what to look for. The CLT staff should not reassure renters without following through, and credits should not be issued to placate customers without resolving issues. I urge changes be made to your system!I suggest amending the damage claim amount and await your reply.
Business Response
Date: 07/02/2024
BBB Case 21892249
Rental Record *********
This is in response to *****************,
I apologize for the delay. You are no longer responsible for the windshield damage for rental record *********. Damage claim ******** has been closed.
Thank you for contacting us.
Customer Answer
Date: 07/04/2024

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:06/24/2024
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 was charged weekly rental fee for a vehicle with sanitation issues (cockroach infestation) and damage that was reported and no fault of my own. During this time I was not able to use the vehicle for the purpose of driving for Uber and making income. I paid the extra fees to cover any charges. Which should have enabled me to be able to switch out my vehicle to a different one of the same make and model. However Hertz refused to switch out my vehicle stating it was company policy that they will not switch out vehicle if any damage occurs. I never signed a contract agreeing with this policy nor was I told of this policy verbally at my time of rental contract.
Business Response
Date: 06/26/2024
BBB Case 21885095
RR No: 115320041

This is a response to Wil Reid

Upon my investigation I have received confirmation that the vehicle was thoroughly cleaned and inspected before it was provided to you. Additionally, our records confirm that you were actively using the vehicle and making Uber trips through the entire duration of the rental.

When a customer experiences difficulties or is unhappy with their vehicle during the rental time frame. We recommend contacting ************************** (ERS) for on-rent support, ERS can arrange for an exchange, repair, tow, or make notes of your concerns. We do not have record that you contacted our ERS team regarding the condition of the vehicle.

Please be informed that adjustment credits and refunds are based on documented information, which, in this case, did not support compensation. Although this resolution is not what you prefer, I hope you will understand our position on this matter.

Thank you for contacting us.
Customer Answer
Date: 06/27/2024

Complaint: 21885095

I am rejecting this response because:
The vehicle had c*** ***** infestation before I picked up vehicle which was reported to your office on multiple occasions in which 2 different employees told me you could not exchange vehicle. There was cockroach trap under the seat front seats. I have reliable witnesses to this fact. If this is what you call clean and sanitary I would hate even more to know what consider dirty. The fact that youre lying about this shows further the car was hazardous. I would not be writing this if the car wasnt infested. I have photos unfortunately they wont upload. Also you kept extending my rental when the weekly minimum weekly rides were not close to being met.
Sincerely,

***************
Business Response
Date: 07/02/2024
Complaint ID: ********
RR#: 115320041

Our records indicate the vehicle was rented to you with no evidence of any issues. Although the resolution is not what you preferred, no additional action is warranted.??We regret we are unable to fulfill your expectations in this instance.??
Initial Complaint
Date:06/24/2024
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.
On 4-19-2024 I arrived at the Hertz rental company to pick up my prepaid vehicle that I purchased insurance for prior to pick up. Upon viewing the contract I saw that the manager added liability insurance to my rental. I told her that I did not want it because Ive already purchased insurance. She said that since the rental is in progress she couldnt take it off. She said that she would take it off once it was returned. I called the location upon return and nobody answered the phone. I disputed the charges on my card and Hertz said that I received the charges due to overage on miles and late turn in of the vehicle. I showed my credit card company my receipt that displayed that I had unlimited miles and the vehicle was returned before the time it was due back to the location. Hertz then said the charges were for the added driver and liability insurance. I told them what the manager said and they said that they would contact the location and have the manager remove the charges. Again the charges were not removed and I disputed the charges again on my card. Hertz replied with the same excuse of the added driver and liability insurance. I called the customer service number and spoke to a representative name **** and he said he would not refund the charges because I signed the contract. I told him what happened and he still refused to refund the chains told me to go to the location to get a refund. I asked to speak to a supervisor and he said that no one was available and he would have them call me back. I asked for his supervisors name and he refused to give it to me. **** never took the best contact number for me so I knew that he would not advise his supervisor of this situation, I was told on the last contact with Hertz that a supervisor would handle the situation and never did. This location is taking people money people and lying about why they are charging people.
Business Response
Date: 06/25/2024
Complaint ID: ********
RR#: *********

Thank you for contacting us. We apologize for any misunderstanding regarding the ******************* Supplement (LIS). While your signed rental agreement does indicate you signed and agreed to LIS, in the interest of customer service I have issued a refund for the charge. The refund is $74.45 and can take 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.
Initial Complaint
Date:06/24/2024
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.
?Date of transaction: March 5, 2024 ?The amount of money you paid the business: *******CAD ?What the business committed to provide you: -Full-Size, SUV/Minivan, Auto 4WD, Air *** ****** Highlander or similar, ******* CAD 1 week at ****** CAD, ****** CAD 2 extra days at ***** CAD per extra,-Subtotal ****** CAD -Include Unlimited Kilometers Included ************************* Charge -Include Vehicle Licensing Fee and Road Tax -Sales Tax ***** CAD ?What the nature of the dispute is: -I already paid for **************** fee, Vehicle Licensing Fee and Road tax when I booked the car online. However, Hertz charged me extra ******CHF for **************** fee, Vehicle Licensing Fee and Road tax again at pick up in ******, ***********. When I contacted Hertz for the refund, they tried to modify the amount on the invoice or make up so called "policy" to make the unreasonable charges to be "reasonable". They can't provide documents to support themselves and try to distract me to other directions in the emails. Hertz is deceiving consumers for arbitrary charges. ?Whether or not the business has tired to resolve the problem:-Hertz Switzerland and Hertz Canada has not tired to solve the problem even though I have contacted them via email. Hertz is not being professional that they did not respond to my concerns until I had explained for 3 to 4 emails, and my emails were replied with disrespectful attitude. ?Account/order/tracking number:?-Reservation number: K7881286862 -Rental record number: *********
Business Response
Date: 07/08/2024
Complaint ID: ********
********************** RR#: 357646273
This correspondence is being sent in response to a query made by **************. Thank you for allowing us the opportunity to review your concerns.
We apologize for any confusion or concern regarding the charges billed on your recent rental with our partners in ***********. The Hertz location in ****** is an independently owned and operated licensee franchise location. As such, the owner of this location processes their own billing and invoicing. In addition, the owner of his location purchases, insures and maintains their own vehicle fleet. Therefore, any inquiries regarding billing must be directed to the licensee directly. Our records show our licensee partners in ****** have provided a response directly to you regarding the billing of your rental. This response was sent on 06/24/24 and we are providing information from this response below.
The voucher base of your rental is the voucher value without the tax which was a total of ****** CHF. The voucher *** represents tax on the total voucher value, the *** would be ***** CHF which added to the voucher base would be ****** CHF with is considered the total voucher value. The full voucher value of ****** CHF was used in your booking. However, your total rental costs were ******* CHF therefore, removing the ****** CHF leaves a final rental cost remaining of ******* CHF. This amount includes optional items that were not included in your prepayment such as Loss Damage Waiver (LDW), Theft Protection and Super Cover Damage Waiver (SCDW).
The charges for your rental have been thoroughly reviewed by our offices as well as our licensee partners and the charges are valid.

Customer Answer
Date: 07/09/2024

Complaint: 21891436

I am rejecting this response because:

Thank you for following up my case. Please see attached file for all the email conversations between me and Hertz. (Updated Hertz Records)

I received a last response on July 6, 2024 from Customer Correspondence Administrator **************** I already sent her a reply that I did not accept their final decision as they did not hear me or answer my concerns with respects. If you read all the conversations in the Updated Hertz Records, you will see the charging fees in Rental Record, drop-off record, and invoice are not matching to what they were saying in the emails.

Apparently, they were making up numbers and stories to cover their fault of arbitrary charging fees. I was misleading at the pick-up counter and I need my Vehicle License Fee ******* with ******* which is *****CHF and **************** Fee ******CHF back to my credit card.

Thank you for your help.

*********** MO
Business Response
Date: 07/15/2024
BBB Case 21891436

This is in response *********** Mo,

I apologize for any confusion concerning this rental. The referenced surcharges are mandatory. They are valid charges, and no refund is due.

Thank you for contacting us.
Customer Answer
Date: 07/16/2024

Complaint: 21891436

I am rejecting this response because:

I was misleading by Hertz both online and at pick-up. In my confirmation email clearly indicated the price I paid including location service fee, and the location service fee at pick-up was not mentioned at all. I thought the price *******CAD was acceptable with unlimited kilometers, location service fee and vehicle licensing fee and road tax. And it said price guaranteed. If I knew the location service fee was not fully covered in my prepaid, and I still need to pay extra 22% of the total amount insurance and other fees, I would NOT choose Hertz for renting a car!! Other car rental company is charging 20% location service fee. I chose Hertz because I thought Hertz offered a competitive price. Unfortunately, the company Hertz is misleading and deceiving consumers.

Sincerely,

*********** Mo
Business Response
Date: 07/22/2024
Complaint ID: ********
Hertz RR#: 357646273

This correspondence is being sent in response to a query made by **************. Thank you for allowing us the opportunity to review your concerns.

As stated, The Hertz location in ****** is an independently owned and operated licensee franchise location. As such, the owner of this location processes their own billing and invoicing. In addition, the owner of his location purchases, insures and maintains their own vehicle fleet. Therefore, any inquiries regarding billing must be directed to the licensee directly. Our records show our licensee partners in ****** have provided a response directly to you regarding the billing of your rental. This response was sent on 06/24/24 and we are providing information from this response below.

The voucher base of your rental is the value without the tax, which was ****** CHF. The voucher *** represents tax on the total voucher value, the *** would be ***** CHF which added to the voucher base would be ****** CHF with is considered the total voucher value. The full voucher value of ****** CHF was used in your booking. However, your total rental costs were ******* CHF therefore, removing the ****** CHF leaves a final rental cost remaining of ******* CHF. This amount includes optional items not included in your prepayment such as Loss Damage Waiver (LDW), Theft Protection and Super Cover Damage Waiver (SCDW).

The charges for your rental have been thoroughly reviewed by our offices as well as our licensee partners and the charges are valid. We do consider this matter fully addressed.
Initial Complaint
Date:06/23/2024
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 several vans and all of which were returned Jan and Feb of this year. However, I am still being billed for 2 vans that have been confirmed several times that they were returned. The rep that I spoke to last, actually could see that they've been rented out to others, which makes me wonder why I am still being billed and no refund has been issued. My business is House2Home Deliveries LLC. I hated to take this approach, but I have been left with no other option. I been overcharged by 10k at this point, and there is another charge about to happen this month.
Business Response
Date: 06/25/2024
BBB: 21891014
This is in response to **** House.
Thank you for contacting us regarding this matter. For us to further move forward with this investigation we will need some more information from you. Could you please provide your rental record number or reservation ID?
Customer Answer
Date: 06/25/2024
The correct form has been uploaded.
Business Response
Date: 07/05/2024
BBB Case 21891014
Rental Records *********, 570210830
This is in response to **** House,
Our records indicate the two rental agreements are closed and no charges are continuing to accrue. Please provide documentation from your credit card company that you are still receiving charges from Hertz concerning these two rental agreement numbers.
Thank you for contacting us.

Customer Answer
Date: 07/08/2024

Complaint: 21891014

I am rejecting this response because: I returned both vans back in January. As you can see, I have been charged every month since for 2 vans. I tried to have spoken to several people, the last manager said that the regional would call me but I haven't spoken to that person. At this point, July will likely be drafted as well, so I really would like to stop that from happening and to be issued a refund for all the months that I have been charged. It only allows me to post a few of the charges here, but I have every statement available. Not sure that they are needed, since it clearly shows that I am still being charged twice a month.

Sincerely,

**** House
Business Response
Date: 07/13/2024
RE: BBB Complaint #********
RR: 547804180 570210830

Dear APPLICANT HOUSEHOME DELIVERIES LLC,
Thank you for reaching out to us regarding this matter so we could investigate further. I have heard back from the location advising that you are due a refund for the extra time. I have notified the billing department of this decision. Please allow 5-7 business days for our Multi-Month billing department to adjust your invoices and process your refund amounts. I truly appreciate your patience as we investigated this matter to find a resolution satisfactory to all parties. Thank you for bringing the issues you encountered to our attention. We take the quality of our service seriously and appreciate your time working together. Please reach out to us if you need anything else. Have a great weekend!
Customer Answer
Date: 07/15/2024

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,

**** House
Initial Complaint
Date:06/23/2024
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 reserved a vehicle through Hertz via the Uber Driver Marketplace, in order to drive for Uber in a rental while my personal vehicle is in the shop. I tried to rent a car directly with Hertz, but on the phone Uber and Hertz representatives said I had to confirm my reservation through the Uber app. I reserved a car (Reservation #K8882164212) for the amount of $328.42 total due at time of rental (as stated in the agreement). Upon arrival, they vehicle reserved was no longer available (although the rental price would have been $200 higher than the one listed on my reservation), so we upgraded. I ended up spending $533.05 for a weekly rental of a Tesla (Rental #*********). During the checkout, I was assured that: as long as I did not use a Tesla Supercharging station, I would not have to pay for charging the vehicle. Also, I was told I could pay my tolls without penalty through a website called PlatePass.com (which I still have not been able to access). After finally receiving the rental, things were okay for a few days, until Uber mistakenly took the vehicle off of my Uber Driver account, making it impossible to use the vehicle for driving/earning with Uber. This was a clerical mistake on ****'s behalf, and it took over 2 days on the phone with their tech support getting the situation corrected. During this time, I contacted Hertz directly and requested a full refund and asked to return the vehicle; they recommended I contact Uber and that they could not help. Due to these mistakes, I was unable to use my rental vehicle for its one and only intended purpose: to earn money driving Uber. Upon returning the vehicle back to Hertz, I found out that I owed over $90 in charging costs, although I NEVER used a Tesla Supercharging station. They could not explain the costs, but said it must be some new policy or type of charger. To re-iterate, I was told that charging would be free as long as I used a certain type of charger (which I did), and then I was charged anyway.
Business Response
Date: 07/03/2024
BBB Complaint: 21890954
RA: 162132493
This is in response to ***********************.
Thank you for contacting us regarding this matter. Upon review of this rental,I do see you added the optional value-added services of the loss damage waiver as well as premium emergency roadside services as well as an upgrade fee. This was signed and agreed to on the signed rental agreement. This did add an additional cost of $177.94 before taxes and fees. I do apologize for the inconvenience of not being able to utilize the rental vehicle for two days due to outside circumstances. With this in mind, $167.71 was issued back to the card on file for the two days the vehicle was unable to be used, and the Tesla recharging fees that incurred.
Thank you for allowing me to assist in this matter.
Customer Answer
Date: 07/09/2024

Complaint: 21890954

I am rejecting this response because the amount you suggest be returned is insufficient to make up for the time and money lost on my part.
As stated previously, the only reason I 'upgraded' was due to the fact that Hertz was incapable of holding the vehicle I actually reserved. In order to rent a car that day, I HAD to upgrade (and with no advance notice; I was already there).
Second, I was straight lied to as to the policies and procedures regarding toll roads and charging stations, and as a result paid over $110 out of pocket.
So.. not only did I pay $500 for a rental I was expecting to pay $300 for, but I also incurred the above charges.
Despite the fact Uber made an error rendering the vehicle useless for its intended purpose, I spent days on the phone with both Uber and Hertz, neither one of which was willing to help in my time of crisis.
While I understand Hertz does not wish to refund the full $630, I would request a reasonable response, and realize that Hertz cost me much more than $167 (after taxes.. ??)

Sincerely,

***********************
Business Response
Date: 07/15/2024
BBB Case #: 21890954
RR# or RES#: *************************** is in response to ***********************.

Please accept our sincere apology the vehicle class reserved was not available at the time of pick up. This can be caused by late returns, extended rentals, damaged vehicles etc. Reservations made less than 24 hours in advance may not be able to be honored due to last minute changes in our inventory. We regret any inconvenience this may have caused. As a further gesture of our concern, we have issued a refund for the upgrade charge in the amount of $64.40. Please allow 5-7 business days to post to your account.

Thank you for contacting us.
Initial Complaint
Date:06/23/2024
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.
Please see attached email in uploaded documents for complete narrative of events. I rented a vehicle on 6/7/2024-6/10/202 via AAA for Hertz. I was able to drive the car to my place of stay and the car was inoperable for the remainder of my trip, even after AAA dispatched battery replacement that Hertz indicated they would reimburse me for. After contacting AAA for assistance with getting reimbursed, Hertz has failed to respond to either of us after initialing refusing to pay for the expenses they indicated on a recorded call they would return.

Below is information for all business partners involved in this exchange

Reservation # *********
Hertz Roadside Claim #******** AAA Representative Jerry M*******, 314-******** x ******* Meyer Towing, 979-********; 979-********
Campbell’s Towing, 979-********; 979-********
AAA Travel # *********** Hertz Customer Care Case # ******** Further, while I waited for my car to be towed back to the Hertz rental counter at Hobby airport, at least 5 customers came to return cars not working in the 2 1/2 hours I waited. And at approximately 12:51pm on 6/10/2024, an employee walked through the lobby stating, "We can't keep having all these cars being brought back in with issues,"

This appears to be a known problem with Hertz and their failure to make good on their verbal agreement to refund my losses will be remunerated to my satisfaction, and I will be seeing legal counsel if BBB is unable to assist.

While I'm also not happy with AAA's level of service to resolve this issue, the lack of communication on their part seems to be coming from the lack of communication from Hertz. In the denial I attached, I had to share that information with AAA as Hertz only notified me after AAA initiated the refund request.

The amount paid in box below includes the battery replacement.
Business Response
Date: 07/03/2024
BBB Complaint: ********
RA: *********
This is in response to ******* **********.
Thank you for contacting us with this information. Upon review of this
matter, I do see it is being handled by an agent on our Executive Customer Care
team. They have advised a refund has been issued for this rental and battery
replacement in the amount of $351.65. You have also been offered 1,900 points
to a loyalty member account or a $75 rental certificate to use towards a future
rental if you will provide a current mailing address. Please know we, do not
deem any further compensation or adjustments needed.
Thank you for allowing me to assist.
Customer Answer
Date: 07/03/2024

Complaint: ********

I am rejecting this response because:

We are still negotiating my lost travel time, as they state they cannot pay for this loss.
I was offered 1900 reward points if I sign up for their membership program. However, I do not trust Hertz company and would rather have generous vouchers from their subsidiary Dollar. Their offer is a $75 voucher which does not seem generous.
I am also asking that this claim not be closed until all charges are refunded and processing the financial institutions. Thus far 2/3 of the charges are refunded to the primary card. I'm awaiting confirmation that the refund for the battery has gone back to the card charged.

Sincerely,

******* **********
Business Response
Date: 07/05/2024
BBB Complaint: ********
Rental Record: *********

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

Thank you for reaching out and allow us to assist with your concern.

Hertz thoroughly reviews all customer inquiries.

We appreciate your patience as we resolve your concern. After further review all refunds were submitted for processing on June 25th. We kindly ask that you allow 5-7 business days for processing.

I see we offered 1900 reward points if a rewards account was created. At this time we do not have record of a reward account so a $75 rental voucher has been issued to the address on file provided by the BBB.

Best Regards.
Customer Answer
Date: 07/08/2024

Complaint: ********

I am rejecting this response because:
On Friday July 5, 2024, I replied to Hertz and supplied the attached correspondence. I was able to confirm that as of today, I have received the refunds promised by logging into my accounts. I have not yet had time to respond to Jamie at Hertz and she did not respond to this correspondence. It is not effective customer service to assume my response, without offering me an explanation on the question I posed on Friday.

Sincerely,

******* **********
Initial Complaint
Date:06/22/2024
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 rented a car from Hertz for five days. I just got an invoice from them for a toll charge. This is now my THIRD invoice for 3 separate toll charges from them. Each time, the toll has been $9.14 with another $20 added each time for a convenience fee, bringing the invoice to $29.14 for each of the 3 invoices. This is usury. While I should owe a toll charge, I should not have to pay a $20 convenience fee each time for a total of $60. They told me at the counter that I didn't need a transponder (who renting a car would have one if they live in another state?). This charge is unacceptable.Here is the invoice below:Date: 6/1/24, Car Rental at *************************Invoice ********* Amount Due: $29.14 Rental Agreement: ********* Last Name: ******** Rental Start Date: 05/28/2024 Pickup Location: ******* *******-****** INTL AP Rental End Date: 06/01/2024 Return Location: ******* *******-****** INTL AP Due Date: 07/07/2024 There is no other way of paying a toll but to use a license plate (there are no cash booths anymore) so this practice is just a profit center for Hertz.
Business Response
Date: 06/25/2024
BBB Case ********
RR No: *********

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

Per your Signed Rental Agreement (SRA), the information on the toll fees are on page four and five of your contract. Platepass is $9.99 per?day?used plus the cost of tolls. I apologize for any misunderstanding on the toll charges; however, these charges are correct. I have provided an itemized receipt from PlatePass for your toll charges.

Thank you for contacting us.
Initial Complaint
Date:06/22/2024
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 scheduled the first time available to pick up a car because I needed to leave first thing in the morning. I had a long trip ahead. I was contacted by Hertz the evening prior to my reservation stating they did not have a car available for me. The option I was given was to find another Hertz location. The first location I contacted did not allow me to leave my car. I also had a time constraint.Hertz refunded me ****** of the ****** charge. I am disputing the remaining 100.00.I want to add that I tried contacting a different rental car company in my area who was able to accommodate the early pick up and I could leave my car, however they ended up not having a car the morning of my departure. I ended up driving my own, older vehicle, to ** that morning.
Business Response
Date: 06/25/2024
Complaint ID ********
Reservation Number K8093522654

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

I regret the inconvenience this matter has caused you. Our local management makes every attempt to provide our customers with a vehicle they booked for; however, during our peak season this may not be possible. Whilst we do state that a vehicle from the class booked will be available, regrettably, we cannot guarantee vehicle availability. When booking a reservation whether this is booked online, through our app, over the phone or with a third-party vendor the booked reservation is securing the rate quoted at the time the reservation is made, this process is not a legally binding contract. On rare occasions, unforeseen situations arise that are beyond the branch's control. This is usually caused by late returns, extended rentals, damaged vehicles etc.

After a thorough review of our records, I have refunded the cancellation fee of $100.00 billed, please allow 3-7 business days for funds to post.

Thank you for allowing me to address your concerns.

Thank you for contacting us
Customer Answer
Date: 06/27/2024

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,

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

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