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

• 

  Eagle Automotive

  2223 Memorial Pkwy SW Huntsville, AL 35801-5621

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:08/28/2023

  Type:Billing 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.

  My dispute includes extra charges while the vehicle was in ****,r possession for 10 days.Also, during those 10 days that the car was not in possession, the manager charged my account.The car was towed from my possession on August 2, 2023, from my address but not delivered to the proper ******** until August 12, 2023.I went to the Quincy ******** to retrieve the items I had in the car and the manager told me the car was in a body shop.I said why would it be in a body shop. I had no accident. Then the manager said nothing was found in the car. However, for days after the manager would not let me get my belongings.I had items worth over $500 including a cell phone in that car.He also charged me $65 @ day for the 10 days he had the car.

  Business Response

  Date: 09/01/2023

  BBB Case number: 20523679
  Res ID or RA #: *********
  
  This is in response to *********************, 

  Your query was forwarded to our ****** location manager and they have advised the vehicle was repossessed because it was overdue. The contract was closed as of the day the vehicle was checked into distribution. No refund of the rental charges is warranted. 

  The car was sent to a body shop for damages. The appraiser reached out to the shop to check for the customer's belongings and said there was nothing in the car. I checked in with distribution and they were also unable to find anything that might have been left behind before the car went to the body shop. We are always concerned when customers lose personal items.  However, in accordance with the Terms and Conditions of the rental agreement, Hertz is not responsible for personal property left in our vehicles.

  Thank you for giving me the opportunity to review this matter.  We value your business and hope that we will be able to serve you in the future.  
  
  

   

  
  

  Customer Answer

  Date: 09/01/2023

   
  Complaint: 20523679
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

  Customer Answer

  Date: 09/08/2023

   
  Complaint: 20523679
  
  I am rejecting this response because:

   

  The main question about why the car took 10 days to close when the car was repossessed August 2, 2023.
  
  Because of late rental closer I was charged an extra week.
  
   
  
  Who is responsible for the damage.
  
  I see no questions or answers about that. I will file claim 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 09/12/2023

  BBB Case number:  20523679
  Res ID or RA #:  409100591
  
  This is in response to *********************,
  
  A credit of $488.21 is being processed to your MasterCard account.  This amount represents 10 days billed.  There is no damage charge reflected on the rental.
  
  Thank you again for contacting us.
  
  

  Customer Answer

  Date: 09/14/2023

   
  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:08/28/2023

  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.

  August 21st I reserved a vehicle through the *************** location and paid $368.40. I was told through email I would owe another $134.95 at the time of pickup which was August 23rd for the insurance I opted to have. I was also assured through the gentleman at the office location that I was being charged that amount. Instead I was charged $635. When I called to customer service the same day I was told they could only assume it was a deposit hold on my account and to wait until after returning the vehicle to see that money again. Their deposit policy is available in very fine print but not readily offered to the customer by the buisness. Fast forward to August 28th after the car has been returned and low and behold the company has charged my card yet again for $135.00. I call to the customer service number again and am blatantly told that they have no evidence of the last charge and that the $635 charge is in fact the deposit hold even though their own fine print states up to $500 when using a debit card. They assure me my money will return to my account within 48 hours while adamantly continuing to tell me how there's no $135 charge on their end from the 28th of August and that the deposit can be higher then $500 depending on location going directly against what they've written in their own contract. The entire process dealing with this company has been a hassle and feels extremely shady and one sided. Will never use them again and I most certainly expect my money back and an explanation as to how my overall total could jump from $503.35 to $1,1380.40 taken directly out of my account while states away from home. This company did nothing but take over double the $$ that was contracted to them and cause extra stress during an already stressful time all the while acting as if I'm the problem and not their hands consistently in my checking account taking money NOT due to them with absolutely no explanation.

  Business Response

  Date: 08/31/2023

  Complaint ID: ********

  RR#: 543237004

   

  Thank you for contacting us. A review of our records indicates the *** was accepted at the inception of your rental. This cost was $134.95. Per our rental terms and conditions the authorization/deposit held on the credit card is the estimated total ($134.95) plus $500.00 which is $635.00. Once the rental was returned the total collected was $134.95 and the remaining authorization of $500.00 was released from our system. Attached is your rental receipt. 

  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:08/28/2023

  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.

  Ive been renting with hertz *********** ******* for about 4 months. Its been very stressful. Ive been over charging with no refunds. I havent received deposits back and no one can seem to explain fees that Im being charged. I was placed on DNR list because of miscommunication. Ive never missed a payment. I dont owe and outstanding balances . Im loosing wages because I cant do Uber which is my primary job. Im at risk of losing my apartment and my business because they are the only location that does Uber rentals. Ive been letting Hertz bully my pockets because I need the car to make money and I have been inconvenienced for something out of my control. I called every single day to make sure I handled things on my end and I was placed on DNR for failure to communicate which was very false. As I said before my experience with hertz has been unpleasant and very stressful and I think I should be compensated for loss of wages being that this was not Ny fault. I want to escalate this to corporate about this complaint.

  Business Response

  Date: 08/31/2023

  Complaint ID: ********

  RR#: 427198575

   

  Thank you for contacting us. Please be advised you have been placed on permanent rental suspension due to a repossession being hired because the vehicle wasn't properly extended. Because of this we are unable to reinstate your rental privileges. 

  Customer Answer

  Date: 08/31/2023

   
  Complaint: 20532617
  
  I am rejecting this response because I was in contact with the branch manager the entire time. I was told to call the **** to extend. It was a big back and forth. They tried to charge me 500 in late fees, but they waved it after learning about the situation. They started me a new contract on august 14 and I learned that the *** went in affect after. I communicated in every way possible. Thats the only reason a new contract was made. I have no late fees or anything. I spoke with them when they called. And I was not aware of that being the reason. you guys can talk to *** at the *********** location in ******* that can tell you that I was very well in contact so that this very situation would not happen. I would like to speak to someone in corporate if possible because I think that the decision is very unfair. Ive been renting for 5 months and this one situation has ruined my livelihood. I feel like the situation is not being looked into . They never told me a repo was going to happen. Why would they redo my contract if I was at risk for not ever extending properly. I would like to SPEAK to someone because I can never get a resolution especially when Ive over paid and never received refunds. Thank you. 
  
  Sincerely,
  
  *****************************

   

  Business Response

  Date: 09/06/2023

  BBB Case number:20532617
  
  Res ID or RA #:*********
  
  This is in response to *****************************,
  
  Unfortunately, our office does not make the decision regarding the rental suspension.  Please contact the Hertz
  Administrative Center at ************ between the hours of 08:00-16:45, Monday-Friday.  Only the personnel at that number can make the decision to remove the suspension.
  
  Thank you for contacting us.

• Initial Complaint

  Date:08/28/2023

  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.

  So I rented a rental car then found out after being pulled over that the rental car was not inspected therefor I was not able to drive the car the location was closed for the weekend so was the other locations in the area when I brought it back they are still charging me for a day of use where I dont think I should b cause I was unable to use for Uber and thats what it was rented for I lost all income for the weekend and also now have to pay for a rental I couldnt use

  Business Response

  Date: 08/31/2023

  BBB Case number: 20530919
  Res ID or RA #: *********
  
  This is in response to *********************************, 

  We sincerely apologize for the problems you experienced because the safety inspection certificate had expired on the vehicle you were provided. A $25.00 refund was submitted to your account on August 29 and I will issue a refund of the remaining $23.00 at this time. Please allow  7 to 10 business days for these credits to reflect on your account. 

  
  Thank you for giving me the opportunity to review this matter.  We value your business and hope that we will be able to serve you in the future.  
  
  

• Initial Complaint

  Date:08/28/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a car from Hertz ( never will again) and I was never asked if I wanted to prepay fuel . I was up all night flying and since i was never asked I assumed it was not in the 12 lines of charges. Later that day I noticed it on my bill and called Hertz customer support a day before I returned the car . The Customer support team just told me at check in just tell the attendent. I did at *** airport and he sent me to a HErtz booth . The guy in the Hertz booth on Saturday 8/26 was absolutely a rude and horrible customer service rep. ** said that he did not believe I was never asked by the original desk person so they would have to check the tape recording of the event . My wife was also there and knows that I was never asked about pre-paid fuel - when I went to the booth at *** airport the rude guy said Hertz would review and get back to me . I also attached a picture of the website where I went to change my prepaid options and the website was not working to stop having pre paid fuel as an option . I knew I was only going to use 1/2 a tank so I would NEVER pre pay an entire tank. Hertz will need to credit me back the $76.99 plus any taxes .

  Business Response

  Date: 08/31/2023

  BBB Case number: 20532105
  Res ID or RA #: *********
  
  This is in response to *****************************, 

  At Hertz, we pride ourselves on the high quality of our customer service, and it is disturbing to learn of the incident you described.  There is never a reason for a Hertz employee to be rude or disrespectful and any unprofessional behavior will not be tolerated.  We sincerely apologize for the impression our representative left with you. The Area Manager has been notified of your concerns for review with the personnel involved.

  In review of our records, the preference for the Fuel Purchase Option is listed on your Hertz Gold profile. If an option that is accepted on the Gold profile is not requested to be removed, the option will automatically be defaulted on the rental. However, as a gesture of our concern, I have issued a full refund of the Fuel Purchase Option charge on your August 25 rental. Please allow 7 to 10 business days for the $86.83 refund to reflect on your **** ending 1957. 

  Thank you for giving me the opportunity to review this matter.  We value your business and hope that we will be able to serve you in the future.  
  
  

  Customer Answer

  Date: 08/31/2023

   
  Complaint: 20532105
  
  I am rejecting this response because: I have tried to remove the prepaid fuel option and please see my attachment ( 2nd time I am attaching this ) and I have tried 20 times to change this option and your aWEBSITE does not work properly!!!!

  Plis I am never using Hertz again and I will write to local papers / blogs about how rude your customer service rep was at the *** airport . Again I will try and let ***** people know how rude and inappropriately the customer service rep was at ********************** - your logo should be Go Away because that is what I am doing !!!

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

  Business Response

  Date: 09/06/2023

  BBB Case number:20532105
  
  Res ID or RA #:*********
  
  This is in response to *****************************,
  
  The Fuel Purchase Option has been removed from the Gold profile as requested.
  
  Thank you for contacting us.

  Customer Answer

  Date: 09/07/2023

   
  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. The fact I was told I would receive a call on Monday August 27 the from Herz aggressive and rude customer service rep at *** Airport when I returned the car on Saturday August 26th and NEVER did receive a call. That is poor communication and customer service!!! Will never use ********************** again . It took me filing a complaint to get any action from the Hertz Company 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:08/28/2023

  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.

  My personal car was damaged upon trying to exit the Hertz parking lot on 7/29/23. I stopped to speak to the gate attendant ***** and he told me I could proceed but the barricade was still up and it damaged my car. I reached out to *************************** who is the Maintenance supervisor at the ******************** location where the incident location occurred. She advised me to fill out another Vehicle incident report which she would submit. She advised that the claims department would reach out to me in two days. I did not hear from the claims department and when I called they told me that they could not help me without a claim number and to reach back out to *****. I did reach out to ***** several times with no response. I would like the damages to my car to yet fixed. Any help would be appreciated. Thank you.

  Business Response

  Date: 08/31/2023

  BBB Case number:20526766
  
  Res ID or RA #:NA
  
  This is in response to ***********************************,
  
  Regrettably, we do not handle damage claim cases in this office.  I have forwarded this case to our ***************** team.  They will contact the customer directly.  If they need to reach claims, they can e-mail ************************************************** or call ************.
  
  Thank you for contacting us.

  Customer Answer

  Date: 08/31/2023

   
  Complaint: 20526766
  
  I am rejecting this response because:

  I have tried reaching out to the claims department several times and they were not helpful this is why I reached out to BBB. I would like someone to contact me asap
  
  *************************************************************

  Business Response

  Date: 09/05/2023

  Complaint ID: ********

  I have forwarded your information to our Claims team. They will reach out to you directly to assist. 

• Initial Complaint

  Date:08/28/2023

  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 reserved a car on August 18th for $306/week. When I arrived to pick up the car I as told they didnt have the car I reserved and theyd have to upgrade me, this has happened before so I thought nothing of it also Ive never been charged more for an upgrade that happened because you the business didnt have what I reserved. I was never told hey this will be an additional $210 or Id have left and went to another car rental company. I didnt find out until after they gave me the keys that I was charged $533 instead of the $306 that I was expecting. This is the definition of bait and switch and that is illegal. I reached out to there executive customer care about 10 days ago and I havent heard back from them. They need to be held accountable. BAIT AND SWITCH IS ILLEGAL and this is the definition of bait and switch.

  Business Response

  Date: 08/31/2023

  BBB Case number:20531125
  
  Res ID or RA #:*********
  
  This is in response to ***************************,
  
  We regret any misunderstanding regarding the upgrade fee billed.  Our records show the upgrade fee has already been adjusted.  On August 30, a credit of $231.00 was processed to the Discover account ending in 4716.  Please allow 3 to 10 business days for this credit to post to the account.
  
  Thank you for contacting us.

  Customer Answer

  Date: 09/01/2023

   
  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:08/28/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My rental agreement number is: *********. On June 18, 2023, I rented a *** 4 series from Hertz at **************** in ******, **. I returned the car on July 11, 2023. When I picked up the car, I noticed that there was some damage to the vehicle, including a dent in one of the doors and numerous scratches and scuff marks. However, that was the only car available of the type I needed so I accepted the vehicle. Upon returning the car to Hertz on July 11, the lot attendant was non-committal about the condition of the car and if there would be any charges. As a result, I went into the office and spoke with a man who I believe was the manager on duty. He brought an Ipad and we walked around the car inspecting it closely. After we inspected it, he checked the information on his Ipad and assured me that all of the damage was already in the system and I would not be charged anything as they had an accurate record and all of the damages were already present when I rented the car. However, after I got home to *****************, a charge for damages in the amount of $632 and change appeared on my credit card statement. I have been trying for over a month and a half to get this resolved, but Hertz customer service has been truly awful. They don't return my phone calls, they won't let me talk to anyone on the team that handles these situations, they closed the complaint at one point but couldn't tell me why or what the decision was. Then they reopened the complaint after I filed a dispute with my credit card. I spoke to a supervisor after insisting, but he couldn't tell me anything and said I just have to wait and I can't talk to anyone else. That was a couple of weeks ago. This is completely unacceptable. Please provide any assistance you can. I am a member of Hertz President's ****** and have spent thousands of dollars on rental cars with them and have never had an experience like this. Thank you.

  Business Response

  Date: 09/07/2023

  BBB Case number:20530989
  
  Res ID or RA #:*********
  
  This is in response to ***************************,
  
  ****** Claim team has confirmed the damage charges billed are correct.  Attached are the damage documents provided.
  
  Thank you for contacting us.

  Customer Answer

  Date: 09/07/2023

   
  Complaint: 20530989
  
  I am rejecting this response because:  1)  It is appalling that I had to contact the BBB in order to see these photos and this information from Hertz.  Their customer service team never provided this information to me despite my repeated contacts with them.  2)  This contradicts the statement from the manager at the ******** location when we returned the car.  I did not get his name, but he was a middle aged *********** man wearing a brown suit.  He examined the car with his iPad and stated that all of the damage was present in their records from when we rented the car.  

  I do not have any pictures showing the dent in the door when we rented the car, so I am probably stuck with paying for this.  However, this goes against what Hertz's own employee told me when we returned the car.  In addition, the lack of communication and the time this has taken since I first contacted them disputing this charge is terrible customer service.  It's unacceptable. 

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

  Business Response

  Date: 09/12/2023

  BBB Case number:20530989
  
  Res ID or RA #:*********
  
  This is in response to ***************************,
  
  Regrettably, our ** claims team has confirmed the damage charges are correct.  We cannot override their decision. They can be contacted direct at *************************************************.
  
  Thank you for contacting us.

  Customer Answer

  Date: 09/12/2023

   
  Complaint: 20530989
  
  I am rejecting this response because:

  I dont believe this complaint should be closed as acceptable.  The customer service from ********************** has been anything but acceptable.  I am resigned to the fact that I will probably have to pay for the dent as I dont have pictures to prove it was there when I rented the car and Hertz ** wont stand behind the statement made by their employees at ********.  However, I should not have had to go to the BBB to get the pictures they had and also the email address for their ** customer service department.  The customer service department here in the US failed to get back to me multiple times, they refused to give me contact information for the department handling this issue, and they did not do what they said they would.  In short, their communication was awful.  To top it off, I am a Presidents Circle member.  They have only communicated the information I needed once I contacted the BBB.  They have lost me as a customer over their handling of this situation, and clearly, they couldnt care less.

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

• Initial Complaint

  Date:08/27/2023

  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 Record number: *********. We encountered a series of delays and misinformation from Hertz's **************************** which left us stranded in the National Park for over 30 hours. Below is a detailed timeline:12 PM, Aug 22: We noticed that the tire pressure in the rear driver-side tire had suddenly dropped to zero. We immediately called Hertz Roadside Assistance, who informed us that they had contacted AAA and that a tow truck would arrive by 5:00 PM on August **** PM, Aug 22: No tow truck arrived.6 PM, Aug 22: Still no tow truck. At this point, we missed the last available bus to leave the mountains.7 PM, Aug 22: We contacted Hertz again. They told us a tow truck would arrive either late at night or, at the latest, between 8:00 AM and 10:00 AM the next morning.8 PM, Aug 22 - 7 AM, Aug 23: Nobody showed up, despite assurances from Hertz. We were stranded in the mountains without food or water, enduring extremely low temperatures without sufficient clothing. We even encountered two black bears. Additionally, we missed hotel booking for Aug 22-23.8 AM - 10 AM, Aug 23: Again, no tow truck appeared. Hertz finally provided us with a case number and promised that the tow truck would arrive between 2:00 PM and 3:00 PM.3 PM, Aug 23: Still no tow truck. The towing company informed us of a further delay, stating the truck would arrive between 4:00 PM and 5:00 PM.5 PM, Aug 23: With no tow truck in sight and facing a lack of food, water, and warm clothing, we were compelled to leave the mountains for our own safety. We walked 10 miles to the nearest bus station, carrying heavy bags and luggage.6 PM, Aug 23: We boarded a bus to ****** Airport, incurring an additional expense of $40 in ticket.6 PM, Aug 23: AAA finally updated us, stating that the red **** Mustang had been towed.10 PM, Aug 23: We arrived at Hertz at ****** Airport, only to find it closed.6:30 PM, Aug 24: We got an exchange car from Hertz.

  Business Response

  Date: 08/31/2023

  BBB Case number:   20529636
  Res ID or RA #:  540343156
  
  This is in response to *****************,

  We sincerely apologize for the inconvenience and delay encountered in receiving assistance.  As a service oriented company, we rely on customer feedback to help us maintain and improve our service performance standards. 
  The information you have provided is very important to us, since it tells us how our various locations are doing and where improvements are needed.  Please be assured your comments will be shared with the appropriate Hertz management. 
  
  According to our records, the location has issued adjustments of $140.00 and $94.32 as compensation for the inconvenience.  While I understand your frustration, additional compensation is not warranted.
  
  Thank you for contacting us.
  

  
  

  Customer Answer

  Date: 08/31/2023

   
  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:08/27/2023

  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 rented from Auto Europe (A E) just prior to covid. They were great and held my reservation for 3 years. I would rent again from them in a heartbeat. The car was to be a "mini 2 door." Somewhere in the update from before covid to after, the transmission became "standard" rather than "automatic" which I had wanted. The thin roads in Ireland are legend, and I've never driven on the right side of a car. I failed to notice this change, and do not believe it was done on purpose. The total cost was $1,360.60. I didn't know until this filing what a horrible reputation Hertz has, and will never make that mistake again.The problem began after my long flight on May 8th, 2023, arriving May 9th. The Hertz attendant in ****** was an American male. The first thing he asked me was did I want an SUV. That was weird. I showed him my reservation. Their order showed I was being rented a manual. I said that was wrong and should've been an automatic. He told me it would cost me $2400. I asked if that included the $1360, and he said no, it was in addition, and that any rental company would do the same. I had no choice as my whole trip was planned around the car, and I was exhausted from the flight. I did not realize that what I was signing was an agreement to be charged. I thought it was typical paperwork received when renting. Then he said the car he was giving me was "a little" bigger than what I had ordered. I took the bus to the Hertz lot and was given keys to a huge ******** ***** I went back to the desk, and they gave me a much smaller automatic. Why did he do that?When I got to my 1st airbnb I called A E. The rep. was very nice as I was crying by this time, and said I would be helped at the end of my trip. An airbnb host suggested I cancel my credit card, not knowing I'd already been charged. I didn't. I called A E when I arrived home explaining what had occurred. They contacted Hertz, and said that since I'd signed at the time of renting there was nothing they could do.

  Business Response

  Date: 08/31/2023

  BBB Case number:  20529106
  Res ID or RA #:  805542544
  
  This is in response to *******************************,
  
  We regret any misunderstanding regarding the vehicle class confirmed for your ****** reservation.  I have verified the vehicle class confirmed was a class A, mini manual vehicle. Since an upgrade to an intermediate automatic vehicle was accepted at the time of rental, we are unable to refund this charge once the rental has been completed you and you utilized the upgrade for the full rental period.

  According to our records, the reservation was booked directly through AutoEurope. Since a Hertz representative was not involved in the reservation process, any disputes must be resolved directly with the online service used for the booking of your travel arrangements.
  
  Thank you for contacting us.
  

  
  

  Customer Answer

  Date: 08/31/2023

   
  Complaint: 20529106
  
  I am rejecting this response because it was NOT an upgrade. I did not expect Hertz to do the right thing. It is the principle that's more important, and I want my review of their business practices filed with the mountain of complaints already on record.
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 09/06/2023

  BBB Case number:20529106
  
  Res ID or RA #:*********
  
  This is in response to *******************************,
  
  Our ******, Ireland location is an independently owned and operated Hertz licensee franchise location.  As such, local rates and services are determined by the owner.  In addition, this location processes their billing and invoices locally.  The location has denied a refund in this instance and we cannot override their decision. 
  
  Thank you for contacting us.

  Customer Answer

  Date: 09/07/2023

   
  Complaint: 20529106
  
  I am rejecting this response for the original reasons listed.
  
  Sincerely,
  
  *******************************