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

  PO Box 31166 Tampa, FL 33631-3166

• 

  Hertz

  2905 N 32nd St Fort Smith, AR 72904-4202

• 

  Hertz

  114 International Way Huntsville, AL 35824-0000

• 

  Hertz

  315 Malalpine Cresent Fort McMurray, AB T9H 4Y4

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:06/21/2024

  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.

  I have been renting a car from hertz so I can work as an Uber driver for the last ten months at the rate of $304 per week. My debit card is supposed to be billed every seven days (weekly) $304. no less and no more according to the rental contract for the next six months. This is ongoing rental that has to be renewed every six months.On 5/24/24 I renewed my six month contract at the rate of $304. per week including tax and all fees to be billed to my debit card every seven days on Friday. So far I have been double billed $304. plus $304.and even billed an additional $384. on 6/14/24. I have contacted the managers *** and ****** but the general manager ****** refuses to even speak to me about the overcharge. Also I believe an employee by the name Case may have hacked into my phone on 5/24/24 and is double billing two different debit cards after I instructed him not to bill my previous credit card ending in ************************************************* 7860.After I attempted to contact the hertz branch manager *** and ****** 5/19/24. About the first double billing on 6/10/24 they retaliated by triple billing me for 6/14/24 on two separate debit cards. One of these debit cards ending 0551 was not even authorized for use.This is not the first time these people have done this to me. On or about November 30 of 2023. They over billed me by $950. and I have never been able to recover that money. When I asked ****** to look into it, she told me it was too late and refused to even explain to me or give me an itemized statement for the additional $950. I tried contacting the billing department by phone and they told me that: they had no idea what the. Barges were for and that the hertz-Uber warm springs location were the only ones that can access all the billing information.I believe hertzs staff at this location is deliberately running a scam by double billing and hacking into customer s phones and accounts. Managers *** and ****** are *******************************

  Business Response

  Date: 07/05/2024

  Complaint ID: ********

  RR#: 151106410

   

  Thank you for contacting us. When you extend your rental, we collect the funds held for the previous week and authorize for the next week. This may look like two charges in your account, but only the new authorization will affect your balance. A review of our records indicates the credit card number ending in 0551 hasn't been used in our system since your rental record 810836762 that ended on 05/16/24.

  Please provide the rental record number for the overcharge of $950.00 or the exact amount of the charge so that we may locate it for review. 

  Customer Answer

  Date: 07/16/2024

   
  Complaint: ********
  
  I am rejecting this response because:
  Hello *************************** responding to your message received on 7/8/2024 regarding my complaint against Hertz/Uber warm springs location in ********** 
  
  
  On 5/28/023 I started renting from hertz to work as an Uber driver, contract number *********. This was supposed to be a six month contract at the rate of $344.50 per week. The car I was rented was a 2023 charcoal grey ********** electric vehicle and the contract and billed on a weekly basis every Thursday.
  
  
  I realized after leaving the location the car had a small crack in the windshield so I returned the same day back to the location and spoke to ******************** and supervisor ******. They told me the there was nothing they could do because they were already closed for the day. 
  
  
  The contract was supposed to be auto extended every week on Thursday so I wouldnt have come into the location every week per the contract agreement with Uber. Well that didnt happen and was the first breach of contract because I was forced to come into the location every week on Thursdays. I had to take the time off from work to do this and even though I kept telling representatives ******************** and ***. They kept telling me the vehicle had hold on it and thats why it was not auto extending. But continued to rent it to me anyway and charging me.
  
  
  Soon after I found out that the registration on this vehicle was expired after I took it in for a EV inspection. Even though I took the car in for inspection at their partner vendors location listed on the inspection voucher. It still wouldnt auto extend.
  
  
  So they rented me a car with a cracked windshield, expired tags that wouldnt pass inspection because none the shops I took the car to could find the *** number in their systems. This cost me thousands of dollars for having to miss work. On or about November 23, 2023 staff member *** couldnt extend my contract and couldnt figure out why the system was asking for $1500. just to extend for a week instead of the contracted weekly rate of $344.50.
  
  
  After 3 attempts of taking the vehicle in for an inspection and the car not passing inspection and forcing me to come into the location from 5/28/2023 through 11/30/2023 (six months) they finally decided to swap out the car for a different 2023 silver ********** EV. I was told by *** that ****** was going to take the hit from hertz for swapping me out of that vehicle because hertz hates that. They couldve swap me out of the first defective vehicle many times before but instead I to deal with it for six months and also being treated like dirt by their staff.
  
  
  On 11/30/2024 they closed out the contract and charged me over $950.00 just close out the contract. The final cost of the contract was $6989.09 for 17 weeks. I was actually overcharged by $1149.59 for a contract that was supposed to be $5839.50 for 17 weeks at $344.50 per week.
  
  
  In addition I lost over $3400.00 in losss of earnings for hertz violating the contracted agreement to auto extend and forcing me to come in every week for six months to extend the contract on a defective vehicle. Unfortunately hertz is the only rental company I qualify for to rent a car from to work as an Uber driver. Hertz knows this and takes full advantage by treating their customers like dirt.
  
  
  After starting the new contract when they swapped out the defective vehicle finally. I went a full six months with proper billing from 11/30/23 through 5/24/2024 with no problems.
  
  
  On 5/23/2024 at 2:30 pm when it was time to re-write the contract I had to come into the location to do this. I was told by staff Case that I had to take the vehicle in for an inspection (without any prior notice)before he could re-write the new contract. I said ok and took the vehicle in for inspection to their partner vendors listed on the inspection voucher. After going to two places I was told they didnt do inspections for hertz. Finally after driving around for two hours I found a location that did, I had to wait over two hours for them to do the inspection and I watched them do it. By the time they were done, it was already after 6:00 pm and the hertz office was already closed.
  
  
  On 5/24/024 at 8:45 am I came back to the location the next morning to re-write the contract after finally getting the inspection done. I was told by ***** have bad news for you, the shop didnt upload the inspection correctly so Im gonna have to put you in another vehicle. I said ok but sat in the waiting area for over four hours without being allowed to use the bathroom waiting for the other vehicle. *** also told me I wouldnt be charged extra because I came back before 10:00 am and that she would give me credits for the 4.5 hours spent waiting and the four hours I spent the day before getting the inspection done. I said ok and went on my to work but I was so exhausted mentally and physically that I had to miss work that day and the day before running around to get the inspection done.
  
  
  While I was waiting at the location for the new car I was snapped at by staff member Case for asking to use the bathroom. A couple of weeks later I found out that I was charged an extra $80.00 plus 304. for 5/24/2024 and was double billed $304 plus another $304 that was actually paid by my bank to hertz for a total of $992.00 dollars on 6/17/2024.
  
  
  So my final total loses are as follows:
  1.) $1149.59 overcharged on 11/30/2023 for contract #*********.
  2.) $992.00 overcharged on 6/17/2024 for contract # 151106410.
  3.) $3400.00 in loss of earnings for breach of contract to auto extend for contract #*********.
  
  
  Total combined loses are $5542.59
  
  
  Im attaching photo of my the first contract #*********where I was overcharged $6989.09 for 17 weeks. Seventeen weeks at the rate of $304.50 ads up to only $5839.50 which shows I was overcharged by $1149.59.
  
  
  Hertz is running a monopoly in ********* and takes full advantage of their customers and treating them like dirts and overcharging them. On 5/24/2024 their rating was 2.2 stars, since then their rating has gone down and is now 2.0 stars with nothing but bad reviews.
  
  
  I hope this clarifies my situation and thank you for your help.
  
  
  *******************************
  
  
  
  
  
  
  
  
  Sent from my iPhone
  
  On Jul 8, 2024, at 12:52?PM, Better Business Bureau <*************************************************> wrote:
  
  
  ? 
  
  Better Business Bureau
  BBB PROVIDES A SERVICE THAT MARKETS
  TRUST IN YOUR BUSINESS & BRAND 
  Company: Hertz
  Consumer: Bottzeck, Anthony 
  
  This e-mail is to notify you that you currently have a new message with BBB in regards to complaint #********.
  
  Please click on the link below to access BBB's *************************** System to read this message.
  
  
  Go to: ***************************************************
  Enter Code: 6724449408BFC
  
  
  This is a no-reply e-mail. Replies to this message are not monitored or answered. 
  Please be sure to monitor your spam/junk/promotional folders for any future communications from BBB.
  
  BBB PROVIDES A SERVICE THAT MARKETS TRUST IN YOUR BUSINESS & BRAND 
  
  Don't wish to be contacted by BBB? Click here to unsubscribe. This message and all attachments sent by BBB is a private communication, and it may contain confidential and/or privileged information. Any disclosure, copying distribution or use of the information contained in or attached to this message is strictly prohibited. If you have received this message by mistake, please notify the sender by reply email and then delete the message from your system without printing, copying or forwarding it. Thank you. 
  
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 07/24/2024

  Complaint ID ******** 
  Rental Agreement Number 151106410 
  
  This is in response to ****************************;
  
  I regret the misunderstanding regarding the charges billed to you. I apologize for the inconveniences and delays you encountered. The Terms and Conditions of the signed rental agreement state our policy regarding mechanical issues and inspections. 
  
  Uber rentals are not typically allowed to be exchanged, and it is also stated that the renter is responsible for inspecting the vehicle throughout the rental term. Unfortunately, we have no control over the repair shop's availability. If a customer encounters difficulty, or is unhappy with the vehicle for any reason, while on rental, we ask that they contact the Hertz ************************** for assistance.? This service is provided with as little inconvenience as possible for our customers. 
  
  As previously stated, our records do not indicate you were overbilled on this rental. I attached our billing records for your reference. 
  
  Thank you for contacting us. 

  Customer Answer

  Date: 07/24/2024

   
  Complaint: 21880767
  
  I am rejecting this response because:
  The itemized statement of charges submitted by Hertz is completely fraudulent and fabricated because on June 17, 2024 my bank paid $384.00 which is not shown on the statement provided by hertz. In addition, hertz didnt even bother to investigate or address the over charge of $1149.59 for contract #********* from 5/28/2023 to 11/30/2023. On this contract I rented for 17 weeks at the rate of $343.50 which adds up to $5839.50 but I was charged $6989.09 because representative *** forced me out of contract. This is a scam Hertz is running to overcharge the customers by deliberately forcing them out of contract. In addition the first vehicle I rented under this contract from 5/28/23 through 11/30/23 wouldnt pass inspection no matter how many shops I took it to and had a cracked windshield and expired tags. I will be taking legal action and reporting them to DMV for fraud and running a monopoly. Their response proves they have no intention of rectifying this matter amicably. THIS IS FRAUD PLAIN AND SIMPLE AND A MONOPOLY!!

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

• Initial Complaint

  Date:06/21/2024

  Type:Sales and Advertising 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 Friday June 14,2024 my family rented a vehicle in the name of *******************************. We put it on his credit card so that he could receive points for the charge on his credit card. We were coming into ********* for the weekend. We stayed at the *********** in ************. We were suppose to stay Friday and Saturday. We arrived at *********** then took the shuttle to the hertz rental area. My son received an email giving us the location of the vehicle and telling him that the rental was available. When we got to the rental garage the rental was not available and we asked an employee to help us find the vehicle. He could not find the vehicle and began helping others. My son went to the customer service counter as did over fifty other people. We thought we had the issue resolved so he got out of line only for us to find that the vehicle they allowed us to get into in the garage and drive to the customer service booth was not ours. We then had to back out of the booth area have others back up so that we could back out and return the car to the spot where we were told our vehicle was. Only then to find there was still no vehicle for us to drive. We continued to ask where our car was and how we could rectify this issue. The employee that was assisting us asked another employee for assistance and he began to tell us that it was possible that the vehicle had mechanical issues. How could that be if we received an email saying where it was located and that it was ready. Again we continued to wait. Eventually they did give us a vehicle. We then did not check into our hotel until Saturday morning. I am seeking the charges for the loss of one night hotel stay. I was told it was too much. I have a receipt for the loss and have been unsuccessful in reaching anyone at hertz that could make a decision about this. I have made 5 or more calls and emailed as well to no avail. Pls cr the card hertz has on file.

  Business Response

  Date: 06/24/2024

  BBB: 21883399
  RA: 162470906

  This is in response to *************************** for a rental booked under *******************************.

  Thank you for contacting us regarding this matter. I would like to apologize for the wait time you mentioned. As this is peak travel season, we are experiencing higher volumes of customers. Please know we are working to address this issue.

  Upon further research, we have found that this is a prepaid rental. Per our terms and conditions for prepaid reservations, we do not refund unused days. With this in mind, we politely decline the request for monetary adjustment for outside expenses.

  I appreciate the opportunity to assist with these concerns.

• Initial Complaint

  Date:06/21/2024

  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.

  At ******, I was told theyd top off the gas tank at their current gas price of $3.85/gallon. So I filled it before returning it at $3.59/gallon to save a couple of dollars and drove maybe 20 miles to the return location. The guy who accepted it said he could see it was on Full. The car has a 15.5 gallon gas tank. They charged me for 15.5 gallons of gas. I spoke at length with national Hertz customer service. He said it was misrepresented to methat Id be paying for enough gas to fill the tank in case Id brought it back bone dry by accepting her top off recommendation. He said hed email the location to see if theyd change the charge. That was several weeks ago. I have heard nothing further. At my bank today, the customer service woman said she used to work at Hertz, and this is common.

  Business Response

  Date: 07/01/2024

  Complaint ID: ********

  RR#: 143277050

   

  Thank you for contacting us. Please accept our apology for any misunderstanding regarding the prepaid fuel option. When selecting this option, there is no refund for any unused fuel. In the interest of customer service, we have issued a refund of $63.25 to your credit card. Please allow up to 7 business days for the refund to post to your account. 

   

• Initial Complaint

  Date:06/21/2024

  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 advance of my trip to **********, **, starting 6/5/24, I reserved a Yukon on the Hertz website, which falls under the Hertz category of a "Large SUV," advertised as a SEVEN passenger vehicle. When we picked up our rental at the ******************************** (CHS), we discovered that we received a SIX passenger vehicle, even though we needed AND reserved SEVEN passenger vehicle.I was quoted the price for a 7 passenger vehicle and PAID the quoted price on 6/5/24, but only received a 6 passenger vehicle. This is false advertising and a case of bait and switch. In the parking/rental lot, there were no Hertz employees around to help and the Hertz Counter was more than a third of a mile from the actual rental cars. We could not bring all of our luggage and kids back to the counter for help resolving this issue. We hardly fit into the 6-seat **** Explorer. A person in our party, who sat in a 3rd row seat, risked luggage toppling over on them. I will not be renting from Hertz again. At this time, Hertz has not issued me a credit even though I have spoken with multiple Hertz representatives about getting a lesser vehicle than what was advertised and reserved -but paid the SAME price as the quoted 7 passenger vehicle. A Hertz representative made a statement on 6/13/24 that I had not yet been charged for the rental. This statement was FALSE. I was charged on 6/5/24. When I have contacted Hertz for a refund, they have made up excuses as to why they could not issue me a refund just yet - like the excuse that they hadn't even charged my credit card which was a flat out lie. When I provided evidence that they had charged my credit card a week prior, they did not respond. They did not provide a refund. I would like a partial refund, because I reserved and PAID for a 7 passenger vehicle but only received a 6 passenger vehicle & for my trouble. Please help me with this. I feel Hertz falsely advertised to me & provided me with terrible customer service.Thank you.*********************

  Business Response

  Date: 06/26/2024

  BBB Case 21882742 
  RR No: L65735821 
  
  This is a response to ********************;
  
  Upon my review with the local team, they have issued a refund of $257.00 to the card on file. Please allow up to 7 business days for the funds to post to your account. I have attached your updated receipt. 
  
  Thank you for contacting us. 

  Customer Answer

  Date: 07/03/2024

   
  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:06/21/2024

  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.

  Rental Reservation: ********* We rented a car from Hertz ********************** as a one way rental to the Hertz at the *****************. We picked up the car approximately 12:30pm on Monday June 10th and returned it to the airport on Tuesday the 11th at 3:00pm. On Thursday June 20th, I received what appears to be an automated email from Hertz, the subject line says NN311239 Vehicle Incident Report with no content in the email, and an attached PDF. *** Incident Report is dated June 14th, 2024; which is 3 days after the car was returned. ***re is very little information in the report, but says Description: Damage to bumperIn the attached images it shows a vehicle mileage of ***** miles, but I have a photo of returning the vehicle at ***** miles. *** damage to the bumper that is shown in the incident photos was pre-existing when we took the vehicle. In the same document, there are 15 photos under the heading Pre-Rental Inspection Photos In the bottom row of photos, images 13 and 14 if counting from the top left, the damage to the bumper is easily seen and clearly was pre-existing. After receiving the email I tried to contact Hertz by phone to clear this up. I was left on hold for ************************************************************************* to the claims department. Once transferred, I got an agent, explained what was going on and that I needed to get this resolved, and was told that there was not an agent assigned to my case yet. I asked for a supervisor, and was placed on hold for 10 minutes before the call disconnected. I tried calling the claims department back, and was again answered by an unhelpful agent, who when I again asked for a supervisor told me that a claims agent has been assigned and that I cannot talk to a supervisor until I talk to the claims agent. I was transferred to a ***********************************, and left her a voicemail and have still not, after 24 hours, received a call back.

  Business Response

  Date: 07/10/2024

  Complaint ID: ********
  ********************** RR#:159893204

  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 damage claim opened on your recent rental with Hertz in *********. Upon receipt of your concerns, we immediately reached out to our *************************** team for their full review and assistance. They have advised that after reviewing your rental and claim, based on your feedback, the claim has been closed at this time and you will not be held liable for the damage claim. Rest assured, this information has been shared with our Area Manager in ********* for their full review to ensure proper customer service procedures are being followed and to take corrective action where deemed necessary. 

  Customer Answer

  Date: 07/10/2024

   
  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:06/21/2024

  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.

  The original rental agreement was $599, a 599-a-month rate after returning the car, I discovered my contract had been changed to a weekly rate of $344.50. The charge is over $1,000 more than what I had expected to pay. The second complaint is renting from the 22nd of May to the 21st of June is considered 1 month and a day, I returned on the 20th, and I was still charged the extra day.

  Business Response

  Date: 07/03/2024

  BBB Complaint: 21882609
  RA: 149944281

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

  Thank you for contacting us regarding this matter. I do see you have spoken our customer service team regarding this rate issue, and they have adjusted this to reflect the originally agreed-upon rate. This is a refund of $940.17.

  Thank you for allowing me to assist in this matter.

• Initial Complaint

  Date:06/21/2024

  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 started renting a car through Hertz through Uber at a rate of ******. I agreed to auto renew weekly, which should be every Tuesday. The first week weeks, everything was fine. On 6/11/2024 my card was charged ******, wasnt the amount of the contract, I was then told to bring the car in as they were unable to renew. I was told the ****** didnt even exist in their system, and that I had to dispute it with my bank, and I had to pay the agreed upon ****** to renew my contract which I did. Two days after that on 6/15/2024 my card was authorized another ******. They authorized my card 3 times in the same week. The last charge of 311 did fall off, but nowhere in my agreement does it state nor did I agree for them to randomly authorize my card whenever they want to. They also denied the dispute of ****** and I havent received my money.This week Im having similar issues i paid my weekly rental fee of ****** on 6/18 I physically went into a location and renewed, and today my card was illegally authorized ******. When I called Hertz did nothing to resolve my issue again, and I was told its their policy to authorized for the next week when I pay for the current weeks. Its very confusing, its not stated in the contract.Its just completely random. This last unexpected charge has caused my bank account to go negative. I have a phone bill due today, and Im unable to put gas in the car to work to get money for next weeks rental. I did some research on the internet and have come to learn this is a common occurrence with this company and I believe it to be fraud. As of today they owe me ****** and I need them to stick to our contract and only authorize my card on my renewal date and not random amounts on days of the week. In my attached contract ****** is nowhere on there and it states they would only authorize my card once a week. I researched this online and its a lot of people with this same experience.

  Business Response

  Date: 07/01/2024

  Complaint ID: ********

  RR#: Unknown

   

  We would like the opportunity to respond to your message, but we are having difficulties locating your rental record; please provide the following information: 1. Reservation confirmation number or rental agreement/record number. 2. Location of rental (city/state). Once we have the updated information, we will be glad to assist you. 

• Initial Complaint

  Date:06/21/2024

  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 minivan from 6/12/24-6/19/24. I returned the vehicle approximately 9:54 am on 6/19/2024. It was in perfect condition; I even vacuumed it and washed the exterior prior to returning it. I have video footage showing that if needed. When I got to the store, there was a long line of people and the man working there told me and the customer in front of me to just leave the keys and we were good to go. There was no option to have him go out and inspect the car. A day and a half later, I get a call stating that there was a large crack in the windshield of the vehicle. That was not there when I parked it. The vehicles are parked in a large commercial parking lot with a bunch of other businesses. I am not liable after I returned the vehicle. I have video, with a clear image of the windshield as I was leaving to return it. It is time stamped. I have tried to call the local location numerous times but no one will answer. I have also called the corporate number and was given the number to the claims department. They stated that they could not help me and that I needed to speak with the local office. However, they will not answer. I have not received a photo of the damage or the time/date it was taken. I would also like a copy of the video footage outside of the business at 9:56 that morning. It would show a vehicle in perfect condition, as does my video. This is not a matter of money; I do have primary rental car insurance through ***************** It's a matter of this not being an honest claim. I would like this resolved. I also have not been charged for the rental yet and I need the receipt with the final charges as I rented the car with another person and she needs to know what half of the cost is. I have attached proof of when I returned the vehicle as well as a photo taken less than an hour of returning the van with a clear view of the windshield. The photo is a screenshot of the Ring video; I have that as well but cannot attach it.

  Business Response

  Date: 07/05/2024

  Complaint ID: ********

  RR#: 160853243

   

  Thank you for contacting us. Upon receipt of your inquiry, we immediately reached out to our ***************** Offices for their further review and assistance. We have since received their response and confirmation that the damage claim is being closed at this time and you will not be held liable for the damage claim. With this in mind, you should not receive any further correspondence related to this matter. 

• Initial Complaint

  Date:06/21/2024

  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 2/28/24 I made an online reservation with for a car in ***** for my trip on June 26, 2024. I never received an email confirmation for this reservation only a charge on my credit card (attached). I called several times to get a confirmation and the only thing they could do after waiting on hold for 30 minutes 2 times was to give me a confirmation number (K7812534450) and the confirmation # they gave me would not come up on their website. On May 22 I decided I wanted to upgrade my reservation to a larger car, I had to call, because again I could not pull up the reservation online. They informed me on the call that it would be easier to just cancel the previous reservation and they would book a new reservation for me for the larger car. (K8663964286) This is what I did and they informed me that I would get a refund within 10 days. I have called 2 times since then and they informed me that I would have to file an inquiry. I did file the inquiry and they denied my refund saying that I was not eligible for a refund. The operator on the phone originally had assured me that I would get a refund for the previous reservation. I am happy with my current reservation but would like a refund for the cancelled one. (K7812534450) Thank you for your help.

  Business Response

  Date: 06/28/2024

  BBB Complaint: 21907798
  
  This is in response to ***************************

  Thank you for reaching out and allow us to look into this matter.  Your concerns were forwarded to the Hertz Executive team for further handling and correspondence.

  I can certainly understand your concerns regarding this matter. Please rest assured that I will thoroughly review this matter and provide you with a response as expeditiously as possible. Should you have any questions or concerns in the interim, please do not hesitate to reach us at ***************************************************. 
  
  Best Regards

  Customer Answer

  Date: 07/11/2024

   
  Complaint: 21882186
  
  I am rejecting this response because: Hertz did not provide a resolution, just stated that they were looking into the matter
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 07/19/2024

  BBB Case# ********
  Reservation # K7812534450
  
  This is in response to ***********************,
  
  Thank you for reaching out to us and allowing us the opportunity to review your case.
  
  We sincerely apologize for the delay in resolving your concern and processing your refund. We understand that this situation has been inconvenient, and we appreciate your patience.
  
  Please be assured your refund was processed on 07/15/24 for the full prepaid amount of $363.77. We kindly ask that you allow 5 to *************************************************************** your account.
  
  Thank you for your understanding and patience. If you have any further questions or need additional assistance, please do not hesitate to contact us.
  
  Thank you once again for your understanding and patience.

  Customer Answer

  Date: 07/19/2024

   
  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

  Date:06/20/2024

  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 incredibly disappointed in my service throughout the entirety of my reservation. They refused to connect me to a supervisor and would not honor my reservation.

  Business Response

  Date: 06/23/2024

  BBB Complaint #********
  
  
  This is in response to *******.
  
   Thank you for providing this information. My apologies for your experience. I have gone ahead and issued a $50 rental voucher to be sent to the address provided to us. Please allow 6-8 weeks to receive the voucher, Again my sincere apologies for your experience, and we do hope you give us the chance to serve you again. 
  

  Thank you for contacting us.