Business Profile

Auto Rentals and Leasing

Hertz

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Auto Rentals and Leasing.

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

7,189 total complaints in the last 3 years.
1,713 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:06/16/2024
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 May 31. I picked up a rental and was quoted a rate of ****** plus ***** a day for upgrade. I was force into a upgrade because the manager special was electrical cars at the time. When I returned the car the rate went from ****** to ****** plus ***** dollars a date. The total came out to 1082. The original rate would have been ******. The price was a ****** price difference.
Business Response
Date: 06/20/2024
Complaint ID: ********
********************** RR#: 154666724
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 regarding our Managers Special vehicle class or the Vehicle Upgrade Charges incurred on your rental. During our review, we confirmed at the time of booking a Class A6 Managers Special was selected.Booking this car class will have a special set discounted rate. The renting location manager will advise and issue whatever car class/model they have most available which includes our Electric Vehicle (EV) fleet. When reserving this class, there are no vehicle preferences allowed.As such, customers should not book this class if they have a specific number of passengers or specific amount of room needed.
As you did not take the provided vehicle, which was an Electric Vehicle, and instead requested a different vehicle class; the Vehicle Upgrade charge is valid. With this in mind, a refund or adjustment is not warranted.
Customer Answer
Date: 06/20/2024

Complaint: 21857318

I am rejecting this response because:

The main issue was the ending rate changing from the quote rate of 177 plus the ***** upgrade which should have been a total of about ****** including the upgrade fee in ***** and not 1082. Please refer to the rental agree provided

Sincerely,

*************************
Business Response
Date: 06/22/2024
RE: BBB Complaint # ********

Dear **************,
Thank you for reaching out to us regarding your rate change complaint. I am happy to review your account. A reservation ensures you get the best rate available at the time of rental. However, any changes to your rental after confirmation may be subject to changes in the current market rate. Our pricing is determined by the availability of vehicles and can vary based on the demand for the reserved vehicle class. As the vehicle was returned later than agreed, the rate did increase to the current market rate per our terms and conditions. After viewing your account, the charges have been correctly invoiced. Have a great day!
Customer Answer
Date: 06/24/2024

Complaint: 21857318

I am rejecting this response because:
The rental agreement state the terms of rental extension in the contact and no mention if rates are subject to change was in the agreement I signed.

Sincerely,

*************************
Initial Complaint
Date:06/16/2024
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.
Consistently charged wrongfully for fuel when I return fuel on full tank at ******************************** and I disputed and was denied.I wish to report to Better Business Bureau because its not right!!! I was charged $12.56 the last time & more previously,
Business Response
Date: 06/20/2024
Complaint ID: ********
Thrifty RR#: 129204143
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 frustration caused to you by the additional billing incurred for the Fuel & Service Charge (***). Our records show you were billed $12.56 for the *** on this rental; however, you filed a dispute with your financial institution for $134.39. As a refund of $134.39 was not warranted in this instance, the chargeback has been reversed by your financial institution. Based on our records, the *** is considered valid. However, as a gesture of customer service we have processed a refund of the *** in the amount of $12.56. Please allow up to 5-7 business days for the funds to show on your billing statement.
Initial Complaint
Date:06/15/2024
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 pre-paid (Rental Record #*********) for a "Manager's Special" car so that I could take a seven-day road trip and leisurely explore rural areas and cities between ******, ************* and *****, ****. Although the Hertz web site implied that customers would have a choice of *******, the ************* staff insisted that I take an electric car or pay an additional $130 for a gasoline car. So I took an electric *** ******* and it spoilt my trip almost entirely. Specifically, I spent several days suffering "range anxiety" as I encountered more and more charging stations that were either sealed off, or broken, or out of order, or unusable by the ***** charging socket. It was something of a miracle that I actually avoided being stranded at an isolated area and managed to reach ******* by my planned time. There, after much obstruction from Hertz staff, I succeeded in returning the *** two days early. But since I had clung to the turnpike the whole way, on the assumption that such a road would be more likely to accommodate working chargers, I had no time whatever to explore the countryside on possibly my last ever opportunity. Hertz's **************************** claims that the company's web site makes it clear that customers might be forced to accept an electric car. But this is simply not true, and I have a full video recording of Hertz's reservation procedure to prove this.I seek a refund on the grounds that Hertz went against consumer protection laws and their duty of care to paying customers by providing a ******* that was unfit for purpose. And I certainly don't want to pay Hertz $27, plus a $30 "convenience fee", for the turnpike tolls that I had specifically planned to avoid.
Business Response
Date: 06/20/2024
Complaint ID: ********
********************** RR#: 147793111
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 caused regarding the Managers Special vehicle class. During our review, we confirmed at the time of booking a Class A6 Managers Special was selected.Booking this car class will have a special set discounted rate. The renting location manager will advise and issue whatever car class/model they have most available. When reserving this class, there are no vehicle preferences allowed.As such, customers should not book this class if they have a specific number of passengers or specific amount of room needed.
This information is specified on the Hertz website as well during the booking process. We have attached a screenshot of how it appears on the reservations screen. There is no indication that customers can choose the vehicle class provided when booking this vehicle class. In addition, the vehicle provided to you was a new vehicle with less than 500 miles on the odometer. This vehicle underwent our standard 38-point inspection before being released for rental. There were no mechanical issues detected or reported with the vehicle before being released for rental. In addition, we did not find where any issues were reported to our ****************** Services (ERS) team. With this in mind, we must respectfully decline your request for a refund of your rental charges as a refund or adjustment is not warranted.
Customer Answer
Date: 06/25/2024

Complaint: 21856732

I am rejecting this response because:
The company's response fails to address the basis of my complaint which was its provision of a vehicle that was clearly unfit for purpose. I seek at least some refund as compensation for the severe mental anguish and inconvenience that company staff's actions caused me to endure. Instead, the company's response addresses something which was NOT the basis of my complaint.
Specifically, the response argues, and presents a screen shot to supposedly support its argument, that Hertz's web site indicates the company, and not the customer, will choose the type of vehicle. It does no such thing. All that the screenshot shows is a statement that the vehicle might be an electric one. It says NOTHING about who will make the choice. Hence it could be assumed that the company's staff will make the choice, as Hertz has assumed, or it could be assumed that the customer will make the choice, as I, along with many other potential customers, did or will assume. Such ambiguity borders on deception in the interest of enticing more customers.
Also, the company's response brings up something which my complaint made no mention of - the fact that I made no call to their roadside assist team. Presumably they mention this to suggest that I had no trouble with their vehicle. Firstly, I was given NO DOCUMENTATION WHATEVER, which was why I took so long to learn how to even drive the car, and I had no idea that the company offers a roadside assist facility. Secondly, rather than make any demand on any roadside assist team I actually made a herculean effort to get the company's car to one of their outlets on schedule, for which I should be thanked rather than criticized.
Finally, the company's response to my complaint makes no mention of my request to be exempted from the tolls incurred because of my unintended, trip-spoiling and excessive hugging of the turnpike for so long in my constant search for charging facilities that could actually be used by the vehicle that their staff so cruelly allocated to me.
In summary, I seek some kind of payment for the stress, anxiety and wasted time caused to me by the provision of a vehicle that was certainly not fit my purpose - a purpose which had always been made clear to its staff. If the company could address this, I would be very grateful.
Sincerely,

*****************
Business Response
Date: 06/28/2024
BBB Complaint:: 21856732
RR# 147793111
This is in response to ***************************** complaint. I went through the steps on our website to reconfirm the information. It does not state the customer is choosing the vehicle. The previous correspondence was correct advising you booked a manager special and sent the screenshot that it could be ** or similar. The manager special basically is basically providing you with any vehicle of the rental location's choice. I noticed the base rate on your reservation before taxes and fees was booked at $519.99 per week. The weekly rate was adjusted to $474.99 per week and a customer service adjustment of $150.00 credit as well. Since adjustments were made, we will not offer any further compensation. The reservation number you referenced, K86707040c9 for the fuel vehicle, gave an error due to adding the # number sign in front of your confirmation number. The confirmation numbers all begin with the letter K. However, we did not charge you for that reservation. Unfortunately, the tolls are your responsibility as outlined on page 4 of your signed rental agreement. If the ** vehicle was not going to meet your needs for rural driving, you should have selected a fuel vehicle at the time of placing the reservation. I've attached the signed rental agreement and final receipt for the rental charges.
Thank you for contacting us,
.
Customer Answer
Date: 07/08/2024

Complaint: 21856732

I am rejecting this response because:
It points out that their web site makes no statement that the customer will have a choice of vehicle. But then it fails to also point out that their web site makes no statement about "the rental location's choice" either. So why would I pay more to reserve a petrol vehicle when it was UNCLEAR as to whether or not I would get a petrol vehicle anyway?
In short, the response is evasive and all about the letter of the law and how the tolls are my responsibility etc. But I am asking for some compensation not on legal grounds but because Hertz is morally obliged to do the right thing. Whatever the law might say, it was definitely wrong to foist an electric vehicle upon an eighty-year-old man for his rural road trip across areas where there are barely enough electric chargers available.
So the person writing the Hertz responses, which always quote only the small print regulations, might just as well be a robot. There is no need to have a genuine human being involved at all; no account is ever taken of decency and fair treatment.
Therefore, to the response writer I say that when you are struggling to get to sleep tonight you should reflect upon the fact that your values as a human being are completely different to those of your employer.

Sincerely,

*****************
Initial Complaint
Date:06/15/2024
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 booked a car rental but they overbooked and did not notify me I would not have a car. I waited in line for 30 minutes with them vaguely saying theyre out of cars but not saying what to do. The car was to get to work, so they told me to call the help line. I waited for 45 minutes being told they couldnt change the reservation and to return in the morning. I returned in the morning to no cars then was sent to the airport. The airport made me recall the help line and wait another ************************************************************* three times as much, which I couldnt afford. My complaint is that they did not live up to our contracted agreement. They did not provide a car or find me a place with a car for the same price. I have no leverage and there is no penalty for them. They could have at least cancelled my reservation so I didnt waste 5 hours of my time and still end up with nothing.
Business Response
Date: 06/25/2024
Complaint ID: ********
Res#: ***********

Thank you for contacting us. I apologize for any inconvenience this experience may have caused you when a vehicle was not available for you. A review of our records indicates you were charged a no-show fee of $144.60 to your credit card. I have processed a refund of $144.60 to your credit card. Please allow up to 7 business days for the refund to post to your account.
Initial Complaint
Date:06/15/2024
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.
The reservation is under my husband *************************, confirmation #K8851990500. We picked up the car on June 12th at ****** and returned at same location June 14th. We flew in from ***** for my father's funeral. We did not have time to pre-inspect the car as our flight had been delayed by two hours. On the way to our hotel via the *************** I noticed that the car had not been cleaned prior as their were vaping canisters rolling around and plastic wrappers on the car floor. Then when we drove from our hotel to the funeral we would hear an occasional knocking on the bottom of the car as this sound only occurs while driving less than highway speeds, but it did not affect the handling and was not an emergency mechanical issue but seems like it should have been serviced prior to our renting it. We also would not have had time to arrange for a different car. Finally, we were told at pickup that there were many gas stations on the way to Hertz but we passed none on our drive back. We used approximately two gallons and were charged ***** per gallon!!! Plus a fee. The going rate for gas in the area is around $3.50. I called Hertz customer service yesterday and after holding 20 minutes was told I had to wait 24 hours. I called back today, was on hold 20 minutes and spoke with a rep **** #******** and she said that the system wasn't letting her adjust anything, to call back another day. I asked for a supervisor and was told one would call in an hour, they never did. I made a reservation with Hertz relying on my past experiences many years ago. Things have changed and my husband and I (both over 55, we used our AARP discount) are requesting a partial refund for these issues.
Business Response
Date: 06/24/2024
Complaint ID: ********
********************** RR#: 161124880
This correspondence is being sent in response to a query made by *********************. Thank you for allowing us the opportunity to review your concerns.
We regret any misunderstanding regarding the refueling charge on this rental. Hertz vehicles are generally rented with a full tank of fuel. Customers are asked to return the vehicle full, or they may accept the Fuel Purchase Option (FPO). This option allows the customer to purchase the full tank of fuel at the time of rental at a per gallon rate comparable to, or less than, local fuel rates. If FPO is not selected at the time of rental and the vehicle is returned with less than a full tank, Hertz will apply the Fuel and Service Charge noted on the rental record. The charge for this service is determined by our various administrative, labor, and product costs of refueling the tank, and does not solely involve the sale of fuel. I regret you believe this rate is excessive; however, the charges are correct as billed.
Once point we would like to address is the troubles you encountered with the vehicle during your rental. All Hertz vehicles are to be thoroughly cleaned, serviced,and in good mechanical condition before being released for rental. We always want to provide quality vehicles to our customers and certainly appreciate you letting us know of your experience. While we have been unable to find any issues with the vehicle during the pre or post rental inspections of your contract, rest assured your comments have been forwarded to the Area Manager for internal review and any corrective action deemed necessary.
As a gesture of customer service, we are refunding the Fuel & Service Charge (FSC) at this time. The refund of $32.47 has been processed and will show on your billing statement within 5-7 business.

Customer Answer
Date: 06/24/2024

Complaint: 21855417

I am rejecting this response because:
I appreciate the refund for the fuel, thank you.However, the statement that they have been "unable to find any issues with the vehicle during the pre or post rental inspections of your contract" does not address the fact that we were given a rental that had vaping cartridges and plastic wrappers in the car compartment between the driver and passenger seats that we had to clean out ourselves. So of course those would not be present upon return! We would like a partial refund for receiving an unclean car.

Sincerely,

*********************
Business Response
Date: 07/01/2024
Complaint ID: ********
RR#: 161124880

Please accept our sincere apology for the condition of the vehicle you received. We expect the vehicle to be properly cleaned before it is rented, we are very sorry that was not your experience. As a gesture of our apology I have provided a 15% discount on your total. The refund is $69.85. Please allow up to 7 business days for the refund to post to your account.
Customer Answer
Date: 07/01/2024

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:06/15/2024
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.
Record Number #L 629 5406 5 I tried to get in contact with the business on extending my rental. When I attempted to call, I was directed to the corporate office. The corporate office informed me that the Hertz location is a franchise and they couldnt help me extend my stay. It is not clear on their documentation how much I would be charged if I was to extend my car rental. The customer service rep was very rude on the phone and no helpful to get me in contact with the franchise. Lastly, I tried to update online and the system could not find my reservation.
Business Response
Date: 06/18/2024
BBB Case 21854938
RR No: L62954065

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

Please be advised that the *************************************************** is an independent Franchise location that manages their own fleet, rates, and billing. In order to extend you would have to contact the location at ************ or by going to the location directly. I apologize for the confusion.

Thank you for contacting us.
Initial Complaint
Date:06/15/2024
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 02/06/2024 I made a reservation to rent a car in ******* AZ ******************. The reservation #K7603812277. The reservation was for 02/23/2024, 21:30 pick up and return 02/26/2024 at 04:30 at a total prepaid cost of $166.17.Upon arriving at the Hertz rental station, I had to wait in line for over 1 hour due to being very busy and only 3 agents. When it was finally my turn (about 22:30), I gave the reservation agent my name but at the time did not have my reservation number with me. (My wife had it and she was sitting with my son who was asleep on a bench to far away to get her attention). The agent said I did not have a reservation and he said he looked a couple of times but did not see any. I showed him my bank app that showed a charge of $166.17 so there must be a reservation or else why would they take the money.By this time, it was late, and I had been up for about 20 hours and was beat, so I asked him to give me the cheapest rental they had. Of course, he said they had no cheap ones available, and I ended out paying $648.55 for the same amount of rental time. I was way to exhausted to argue or go check with another rental company, so I took it.After my vacation I disputed the charges, through my ******************* for both charges since I was unable to get any resolution through Hertz, which by the way, is almost impossible to speak to a live person without jumping through many prompts and choose this or that. It was very frustration as well. After the Credit card company did not return my money, I tried again to contact Hertz but no luck again.I have rented from Hertz before and never had any issues with them. I think the agent used the fact that I had been standing in line for so long and looked exhausted to get me to rent a more expensive vehicle even though I obviously had been charged for the original reservation.I attached one receipt, but the other was too small to see clearly.I only ask for $648.55 of the $814.72 to be returned.
Business Response
Date: 06/19/2024
BBB Case# ********
RA# *********

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

I sincerely apologize for the confusion at the Hertz location and the inconvenience caused to you and your family. In a review of our records, I can confirm your original reservation K7603812277 was made through Thrifty not Hertz. Therefore, the Hertz counter would not have been able to locate your reservation through their system.

I have issued a refund of your prepaid Thrifty reservation in the amount of $166.17 back to the credit card it was charged on. Also, I have issued an additional refund of $399.81 to reflect your original Thrifty reservation daily rate of $55.39 and the applicable taxes/fees. The second refund was processed back to the credit card on your account, please allow 5-7 business days for our processing time.

Thank you for contacting us.
Customer Answer
Date: 06/19/2024

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:06/14/2024
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 booked for a car rental with Hertz via their app for a "Manager Special EV or similar" from June 14 to June 25, 2024 for $309.25. Upon arriving at the rental car location at around 4PM, they inform me that they are unable to fulfill the reservation because they are "out" of cars. However, they then inform me that they have a Mach E which would cost more, but with only half an hour or some left until closing, I was left with no choice but to accept the "upgrade" which felt more like a bait and switch but limit the rental to three days to keep the cost down. In the end, they had me sign an alternate contract because I had no other choice for $498.52 for three days vs. $309.25 originally agreed upon for 11 days. Not sure whether that's standard business practice, but in my experience other rental car operators have traditionally done similar upgrades free of charge if they were out of the booked class, rather than upcharge almost 6x the daily rate. Just wanted the original reservation honored, was even willing to go back Monday to swap back to a lower class of car.
Business Response
Date: 06/21/2024
BBB Complaint: 21853884
RA/RES ID: *********
This is in response to *****************.
Thank you for contacting us regarding this matter. I do apologize for the inconvenience this has caused. I regret that Hertz was unable to provide you with the reserved car class. As a rental agreement was signed accepting the upgrade charges and utilized for the entirety of the rental contract, I cannot issue a full refund. However,as a gesture of goodwill, I have refunded the amount of $102.46. This reflects the original rate you were quoted of $396.06. Please allow 5-7 business days for this to reflect.
Customer Answer
Date: 06/24/2024

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:06/14/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I made a reservation with Hertz through expedia on 6/6/2024 for 6/12/2024 for 6pm. I called Hertz to make sure i could use my debit card and i was told i could. I attempted to call the airport hertz to speak to an actual employee before going but no one ever answered the phone. Not once. So i just decided to believe hertz about them accepting my debit card. The day of 6/12/24 i go there and i let them know i have a reservation at 6p. The lady working looked at my ID and then my debit card and told me i would not be capable of renting a car using my prepaid debit card. I didnt understand what she meant so she explained that my card wasnt attached to a bank so i had what is known as a prepaid debit card and not a bank issued debit card. I was ok with this and left. Today hertz took ***** out of my account stating i was a no show when i showed up!!!!!! The employee should've cancelled since i was not a no show and they didn't allow me to rent the car. I want my money back!!! No one picks up the phone ever at all when calling the airport hertz. The online hertz number just keeps ringing and ringing then will hang up. I cant talk to anyone and there's not even an option to make a complaint!!!!!!! I want my money back!!!!!! They literally stole from me i am so upset with this! I had to postpone my trip and then be robbed for 37 dollars!!!!!!
Business Response
Date: 06/21/2024

BBB Complaint: 21853723
RA/RES ID: ***********
This is in response to *******************************.
Thank you for contacting us regarding this matter. Hertz does not accept debit cards or prepaid cash cards as a form of payment or guarantee at the time of reservation, or time of pickup. You must present a valid and accepted charge card, at the beginning of the rental. Debit cards may be used for payment upon return. Eligible debit cards include *************** Reward, AAA Memberone/Membercash. I do apologize for any confusion regarding these terms.
As I do see this reservation was made using Expedia, any refunds will have to be issued from their services.Thank you for allowing me to assist.
Customer Answer
Date: 06/24/2024

Complaint: 21853723

I am rejecting this response because: it clearly states on my transaction that hertz took the money out of my account not expedia. The ************** at the airport took it out and on top of that they already reached out to me to finally handle this complaint and i have the email from that also. I cant attach that also because im using the gmail app at this moment. You guys are terrible and lie. The reservation i made was with hertz and i received the discount through expedia and regardless i came in and i was told i couldnt use the card so they shouldve cancelled. Not allowed money to be taken out of my account. Take accountability for your employees.

Sincerely,

*******************************
Business Response
Date: 07/01/2024
Complaint ID: ********
Res#: K88118837F0

Thank you for contacting us. We apologize for any misunderstanding. A review of our records indicates a refund of $37.13 was issued to your credit card on 06/21/24. It can take up to 7 days for the refund to post to your account.
Customer Answer
Date: 07/02/2024

Complaint: 21853723

I am rejecting this response because: its been over 7 days and i still havent received my refund. I am so over this company. Ive been patient and its ridiculous that ive been waiting all this time for a fraudulent transaction on hertz part. I was not a no show and the employees there didnt do their job well. I just want my money back!!!!!!

Sincerely,

*******************************
Business Response
Date: 07/15/2024
Complaint ID: ********
Res#: K88118837F0

Please be advised the refund of $37.13 cleared our system. The refund was processed to your Mastercard ending in 6924. Please contact your financial institution if you have any questions regarding the refund.
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,

*******************************
Initial Complaint
Date:06/14/2024
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.
Paid for car rental 5/25 through 5/29. Total $256.01 The car did not start on the morning of 5/28. I called Hertz and told them the issue. They told me they would have to take the car and I would have to go with the tow truck to pick up a car. I was located in *******, **, which is 1 hour and 15 from the airport. I explained that morning I could not do that, as my father was transitioning from Skilled Nursing to ************* and I needed to be with him to support the transition (which is why I flew home). The Agent told me to get an uber or lyft and I would be reimbursed. I explained that there is not a reliable drive service in that area, even if it happens to be available, it never is when you need it. They explained that they could not get me rental from the smaller airport that was 2 miles away from me since it was privately owned. They told me to get a new rental from them and they would reimburse. I explained I did not have the cash to be able to do this. The tow truck driver informed me they could have picked up cars and dropped them off from Hertz before in this situation. The 2nd agent affirmed this and said but we agreed to jump the battery first so I could get to my dad (it was already 2 hours past his transition)That evening, the car died again. I was in a parking lot by myself with no help. When I asked for a car to be sent- they told me this can't be done. They also told me that I would need to drive with the tow truck driver and get a new car and come back. It was 930pm and I had to be up at 7am to support my dad before I had to drive to the airport that next day-I had to buy him items. The manager noted this is only done in emergencies. I noted this is an emergency - no ride nor no ride service. Nothing was provided and the car wasn't picked up til the next morning at 9am. I never received support, my direct concern was never addressed (multiple emails/calls), their follow up was generic/didn't read the concern-the experience has been depleting.
Business Response
Date: 06/17/2024
BBB Complaint: 21853345
RA/RES ID: *********
This is in response to *********************************.
Thank you for contacting us regarding this matter. I would like to apologize on behalf of Hertz for the lack of customer service you have received regarding this rental.This is not the kind of customer service we wish to portray or practice. We aim to provide the highest level of service before, during, and after a rental. I'm truly sorry you did not experience this.
Regarding refunds for this rental, I have issued a refund of $128.00 for the two days the car was unable to be used due to mechanical issues. Please allow 5-7 business days for this to reflect to the card on file. Regarding the requested refund of $55.35, I do have to politely decline this as we do not reimburse for outside fees.
Thank you for allowing me to assist in this matter.
Customer Answer
Date: 06/20/2024

Complaint: 21853345

I am rejecting this response because: two agents informed me that transportation would be reimbursed since a vehicle was unable to be picked up and I had no way to get around or get back to the airport. They suggested Uber or Lyft-which unfortunately do not exist for airport rides from a small town.
I also reject the 2 day refund and request the whole trip be refunded. This resulted in missed opportunities for the care for my father and impacted his transition.
I would also like to know the policy regarding when cars are provided versus not by a tow truck. It appears your agents are also unaware of this and I am still flabbergasted at why one was not brought my way when I could not leave the care of my father and this was an emergency.
In saying this, I want a full refund OR the amount of gas paid added to the around $128 that was being offered by your company-roughly $182ish total.

Sincerely,

*********************************
Business Response
Date: 07/01/2024
Complaint ID: ********
RR#: 151758025

In the interest of customer service and in an effort to regain your confidence, we have adjusted the refund from $128.00 to $183.35. Please allow up to 7 business days for the refund to post to your account.

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Important information

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Hertz is NOT a BBB Accredited Business.