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

  4100 George J Bean Pkwy Tampa, FL 33607-1402

• 

  Hertz

  PO Box 6001 Huntsville, AL 35813-0001

• 

  Hertz

  727 Highway 43 S Saraland, AL 36571-3604

• 

  Hertz

  13409 72 Ave Surrey, BC V3W 2N7

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:08/21/2023

  Type:Sales and Advertising 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 July 27th, 2023, I landed at the ********************* and went to the Hertz counter where I had my reservation no. K5351416538 which I had booked a month in advance. I had planned a trip for the first time in a long time with my daughter to drive up the ****** Coast. When I came down to the reservations desk, there were at least a hundred people waiting who had reservations but no cars. People were sitting on the floor just waiting and not once in the hour that I waited in line did anyone get called to get a car. I then called Hertz to tell them I couldn't wait for hours, maybe over a day. They said that after checking there were no other rental companies that could help me like Thrifty and Budget. So Hertz cancelled my reservation and I went to the only place that had cars which was SIXT. It was over double the amount of what I was to pay with Hertz but I had no other option. I had hotels reserved and an outgoing plane flight 6 days later from ********, ******. I had to have a rental car. I was so distraught because I was doing this trip on my own with my daughter and I have cancer. This wasn't a single mistake of someone not returning a car. This was a case of booking as many people as possible even if there weren't cars. Hertz refunded me the reservation, but I should not be responsible for paying another company over double the amount because of obvious overbooking for at least a hundred people. When I tried to resolve it with Hertz, a representative said that it wasn't a contract (i.e. my reservation), so therefore, they weren't going to do anything. I am attaching the bill from SIXT rental car. This is not a good way to do business and I will be leery of ever doing business with Hertz.

  Business Response

  Date: 08/25/2023

  BBB Case number:20501238
  
  Res ID or RA #:***********
  
  This is in response to *****************,
  
  I apologize for the inconvenience experienced when we were unable to honor the reservation because a vehicle was not available.
  
  
  Although our reservation system is designed to provide a vehicle at the time and place requested, situations can sometimes develop that prevent us from honoring a reservation.  Normally our inventory of vehicles is more than sufficient to meet confirmed reservations; however, on occasion, customers do not return vehicles as expected, and the resulting shortages cannot be overcome immediately.
  
  
  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. Contrary to the poor impression this experience has left with you, this is certainly not representative of the high quality of service we strive to give our customers.
  
  After reviewing the Sixt rental invoice, we removed the fuel fee from the rate difference total, since the Hertz reservation did not include fuel.  A credit of $859.84 is being issued to the **** account ending in 8089.  This represents the rate difference paid to Sixt.  Please allow 5 to 7 business days for this credit to post to the account.
  
  Thank you for contacting us.

  Customer Answer

  Date: 08/25/2023

   
  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. I however had to delete that card as it was lost. I will contact Hertz to have the refund put on my new card.
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:08/21/2023

  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 a car from this location i was charged a hold 307 then two more for the same amount. A total of 307x3=921 this tied up my card. At drop off i was charge 251 and another 251 on another card then another ********************************************** 35 . These are faulty practices that resulted in not being able to pay for things being that the grand total of money being tied ** in this is mess is **** dollars that hertz should have only held the inicial 307 ONE TIME. I DO NOT SEE MY 251 GOING BACK TO MY *********** ENDING **** *********************** my account with all these holds this is bad bisness practices.

  Business Response

  Date: 08/25/2023

  BBB Case number:20500788
  
  Res ID or RA #:*********
  
  This is in response to *******************************,
  
  Our records show the hold amount for this rental was $252.00.  The booking was for 2 days from August 14 - 16.  The car was not returned until August 18 at 15:39.  This resulted in an additional hold of $47.00.  The car rented was an Electric car, the additional $35.00 was the ** charge fee.
  
  The final charge for the rental was $251.93.  The ** charge fee was refunded on August 23, $36.42.
  
  When the car is returned, the deposit release is submitted to the customers credit card company.  Depending on the credit card company, there may be a delay between the time the request is received and when the hold is released.  The length of time this takes is not determined by Hertz.  
  
  Please note, once the authorization hold has been released from the customer's account, it will not appear as a credit.  It will just be removed from their statement and the funds will no longer appear as pending.  Therefore, if they no longer see a pending transaction on their account from **********************, then the hold has been released.
  
  Thank you for contacting us.

  Customer Answer

  Date: 08/26/2023

   
  Complaint: 20500788
  
  I am rejecting this response because: I does not take into the account the proof or and alleges that the car was not returned on time when it was indeed extended in other words no need to make the claims of not returning on time as it was extended accordingly on the Hertz site as for the account hold there where indeed multiple account holds and on two cards with out need this is bad bisness practices being that only one should be processed and denying it doesnt address the issue as this was indeed the main problem. "holding"  money over the amount that was needed for the transation hold is NOT good practice and not common for rental company this is an abuse of the system as well as unauthorized hold I provided TWO accounts with the holds on Both as well as explaining take note of the given infromation as well as the photos provided as this is bad practice and im not the only person to find this issue im sure many other would be willing to speak to this problem as i saw a few others stating they had extra holds. 
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 08/31/2023

  BBB Case number:20500788
  
  Res ID or RA #:*********
  
  This is in response to *******************************,
  
  Again, we apologize for the excess credit card authorizations taken on the account and for the inconvenience this caused.  We are not able to issue refunds for authorization holds as the funds are never debited from the account but put on hold by the financial institution.  
  
  Once the authorization hold has been released from the customer's account, it will not appear as a credit.  It will just be removed from their statement and the funds will no longer appear as pending.  Therefore, if they no longer see a pending transaction on their account from **********************, then the hold has been released.
  
  Thank you for contacting us.

• Initial Complaint

  Date:08/21/2023

  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 at *** airport from 8/4 through 8/8 2023. There is no option to pay cash at the ******************. Nor does one know up front the license plate number of the vehicle one will rent. So a consumer has no choice but to use Hertz's toll payment vendor, PlatePass. The charge for using this service was outrageous. In addition to the toll at $9.75 (the highest possible amount), PlatePass charges $9.99 per day for their "service fee." As a result, while my tolls came to $29.25, I had to pay more than that ($29.97) as a service fee. This is exploitation of a captive audience. Nowhere that I can see was that expense disclosed to me at the time of rental.I complained to Hertz and corresponded with the *** operations manager. He offered me "points" toward a future rental but I asked for a refund of the service fees. (I explained that I thought a small one time fee was reasonable. But in this day of digital information, I am confident that there is almost no cost to Hertz and PlatePass of transmitting my contact and billing information from one to the other). I do not think that Hertz or other car rental companies should be allowed to engage in this deceptive and predatory pricing of their customers. Thank you for your help, *************************

  Business Response

  Date: 08/24/2023

  BBB Case number:20499977
  
  Res ID or RA #:********
  
  This is in response to *************************,
  
  Our partnership with PlatePass was designed as an added convenience to busy travelers who may not have time to stop and pay a toll or carry their personal toll pass with them on trips.  As I am sure you are aware as well, several states are now going to cashless tolls, so without a toll program in place to assist customers with paying the toll, they could be faced with a more expensive proposition in paying a toll violation.  ****************** fee is in place to help Hertz recoup our costs from managing the toll program.  
  
  We disclose this fee to our customers using various methods, website, rental agreement, signage at the counter and exit booth.  We try and publish as much communication as we can to ensure customers have all the details on how the program works. 
  
  This is disclosed on the rental agreement, pages 4 and 5.  Attached is a copy for your review.
  
  As a one time gesture of goodwill, a credit of $29.97 is being issued to the **************** account ending in 8001.  This represents the ************************ fee.  Please allow 5 to 7 business days for this credit to post to the account.
  
  Thank you for contacting us.

  Customer Answer

  Date: 08/24/2023

   
  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:08/21/2023

  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.

  Per the attached 'Hertz Priceline Quote' pdf, I reserved a car with your ************** location on Nov 12, 2022, for *** ********. In no uncertain terms, this was the final price excluding tolls and ferries. As the attached 'IMG_8718' and 'IMG_8717' images indicate, Hertz reservations booked through Priceline include all taxes, fees, and surcharges, including the one-way fee, location service charge, and road tax. Your ****** franchise never once explained that this was not the case and that I would incur additional fees.Per the attached 'Hertz Credit Card Receipt' pdf, your ****** franchise is attempting to charge me *** ********, and I am disputing the following:1. There is no validity to the rental days charge of *** ********. This is just one component of the total charge, and there's no way your franchise can charge more for just one component than the total price.2. The location service surcharge of *** ******** and the road tax administration fee of *** ****** are already embedded in the *** ******** I was quoted through Priceline. These are duplicate charges.3. ******************* closed all major roads to **** while I was in ******, and we had no choice but to return the car to ******. I spoke to two agents by phone (who confirmed the only change to my rate would be a beneficial removal of the one-way fee) and also went into the airport the evening before we dropped off the car and spoke to an agent who added a note to my file confirming the one-way fee would be removed from my bill. The fact the one-way fee does not show up as a line item in the final receipt is not an indicator the fee was removed. The one-way fee should be a credit to my total charge since it's embedded in the *** ********.All in, these discrepancies amount to *** ******** in authorized charges. I wish I had read reviews about your ************** prior to making this reservation, as it's clear this location has repeatedly billed customers improperly.

  Business Response

  Date: 08/30/2023

  BBB Case number:20499342
  
  Res ID or RA #:*********
  
  This is in response to ***************************,
  
  Our ****** office has advised they have resolve this directly with *******************  They have issued a credit of ******* NOK on August 22.  Attached is a copy of the credit invoice.
  
  Thank you for contacting us.

  Customer Answer

  Date: 08/30/2023

   
  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:08/21/2023

  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 # ********* I have a compliant about Hertz's early return of a rental car policy. I'd like to receive a billing adjustment.My family and I we're doing a military Permanent Change of Station (PCS) from ***** to ******. We scheduled a rental car for 30 July - 13 Aug and pre-paid to give ourselves peace of mind as we were conducting family's move. We arrived on ****** and began our checklist to start living in ******, including buying our cars. We ended up buying a car on 3 Aug. We returned the rental on 4 Aug, 8 day early.Hertz's policy is not to give refunds on early returns that were pre-paid. This policy was shocking to me because it is very pro-business/anti-consumer. Individual consumers cannot fight against this type of policy. I talked to many Hertz's customers service representatives (************, *********, ************************************ who continue to claims its their policy.Hertz's policy ripped off my family an estimated $770 during a stressful time in our live, a family move.

  Business Response

  Date: 08/24/2023

  BBB Case number:20499221
  
  Res ID or RA #:*********
  
  This is in response to *****************************,
  
  We regret any misunderstanding regarding the Prepaid Terms and Conditions.  When the reservation was booked, the customer accepts and agrees to the Terms & Conditions of our prepaid product, which indicates there is no refund for unused rental days. 
  
  As a one time gesture of goodwill, a credit of $765.09 is being issued to the **** account ending in 7876.  This represents the 9 unused prepaid days.  Please allow 5 to 7 business days for this credit to post to the account.
  
  Thank you for contacting us.

  Customer Answer

  Date: 08/24/2023

   
  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:08/20/2023

  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.

  On 15 April, at ***************** in *********, *******. I returned my rental car to Hertz. Once I returned the car, one employee walked up to another one and said "charge her for this damaged". I asked what damage and no one provided a response. I explain to the employee, I didnt do this. The employee said this is how it is. I was told I needed to pay now I asked for investigation. I was told one would not be given, I charged over ****** of damage to my credit card. The pics attached were taken September 2022 with damaged. The notes already state rear damage, yet I was charged. How do I know these pictures are not current? I was told the pictures were taking the day I received the car however, the date stamp stated differently. When I arrive to get the car the car was parked in a dark parking garage at the airport. The pictures were not taken in the same location as the car. I asked for a video footage on the day I picked the car up and it was denied the footage. The employee said he didnt understand what I was requested. To be honest, I didnt understand him either because I dont speak ****** another employee was telling him what actions to take, I deserve a fair investigation and I feel targeted because Im American, in the military and cant speak ******. I dont take responsibility and would like an investigation, I didnt sign that document. I would like to know what the pictures look like from the past rental clients. I have called Hertz in ******* numerous times with no answer. I was sent an email on 15 April and the company said refer to the manual. The manual emailed was in ******. I also missed 3 flights trying to speak to someone about the car rental because I was not allowed to leave the country unless the damages were charged to my credit card again and I just want a fair investigation and pictures to prove that I did do damage. I am requesting a refund for falsely being charged. Rental Agreement: *********

  Business Response

  Date: 08/24/2023

  BBB Case number:  20498595
  Res ID or RA #: *********
  
  This is in response to *************************,
  
  We regret any misunderstanding regarding the damage fees billed.  According to the documentation,the location in ******* has provided adequate documentation to support the damage charge billed.  Any further inquiry regarding the damage charge should be referred to our ***************** Department.  Further correspondence should be directed to:

  *************************************************
  
  Thank you for contacting us.

  
  

• Initial Complaint

  Date:08/20/2023

  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 picked up a rental car with them on 12/22 (RR *********) for a 2-day rental. On 12/23, I opted in for an extension, by one day, for a daily rate of $49.69. (Extension confirmation attached)After I returned the vehicle, I received a bill with a daily rate of $78.07 instead, resulting in a final fill of $148.13 instead of the $44.85 shown on the extension confirmation I reached out to Hertz customer service and we eventually agreed to a refund of $52.74.The refund was never issued. When I reached out again, the response was simply "this channel is currently unavailable"I disputed this charge through my credit card and Hertz did not respond to the dispute A few weeks later, the bill was sent to **************************

  Business Response

  Date: 08/24/2023

  BBB Case number:  20498301
  Res ID or RA #: *********
  
  This is in response to ***************,
  
  We sincerely apologize for the billing error.  I have requested the collection amount be removed.  Therefore, no further request for payment should be received.
  
  Thank you for contacting us.
  

  Customer Answer

  Date: 08/24/2023

   
  Complaint: 20498301
  
  I am rejecting this response because:
  
  I appreciate the quick response; However, I already reached a settlement with the collections agency by paying 50% of the amount and I was also threatened with being placed on the blacklist at Hertz. Please help me recover the amount I already paid.
  
  Sincerely,
  
  ***************

  Business Response

  Date: 08/30/2023

  BBB Case number:20498301
  
  Res ID or RA #:*********
  
  This is in response to ***************,
  
  A credit of $52.00 is being issued to the **** account ending in ****. This represents the half payment to the collection agency.  Please allow 3 to 10 business days for this credit to post to the account.
  
  Thank you for contacting us.
  
  

  Customer Answer

  Date: 09/03/2023

   
  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:08/20/2023

  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.

  On July 15th, I booked a mid-sized SUV for an upcoming vacation for $140.08 prepaid including all taxes and fees(confirmed by location) under confirmation #K55627764C5. On the day of pick up, I took two modes of public transportation totaling an hour to get to the location only to realize that they had run out of all cars and were unsure of when any would come in. I immediately called Hertz Corporate to arrange other accommodations. I was informed that I needed to pay an additional fee to pick up at any other location. I requested a manager, and was placed on a long hold. Eventually, Hertz agreed to honor my previous price and promised me a booking at another location. As a result, I once again spent time and money to make my way to another location. This second location confirmed the details of the reservation, reaffirming that corporate had given me the same rate and that I was all set (Reservation ID: ************. I took the car at the time, already hours behind schedule. One day before returning, I realized that Hertz had adjusted my initial return time from 9 AM to 7 AM. In addition, I realized I was charged a higher rate of $208.52. The new location had taken my post taxes and fees total and added additional taxes. I attempted to call hertz to find a solution, but was informed that that they had booked a "pay at the desk" type of reservation, and that there was nothing they could do. I protested, stating that Hertz had agreed to match my previous rate and asked to speak to a manager. After 30 minutes on hold, I was told that no manager was available. As a result of this massive inconvenience, I had to pay more than the agreed amount for my rental car, I had to pick it up at another location which led to increased transportation costs, and I had to drop it off earlier than planned with required me to book a different hotel closer to the city. I have dealt with many rental companies previously, but had never met one with such a low standard of customer service.

  Business Response

  Date: 08/24/2023

  BBB Case number:   20498238
  Res ID or RA #:  529156876
  
  This is in response to ***************************,
  
  I apologize for the inconvenience experienced.  I have verified the rate difference was incurred due to the drop off of the vehicle at a location other than the renting location.  As a gesture of our concern, I have removed this charge as well as the applicable fees and tax.  A credit of $68.44 is being processed to your **** account.
  
  Thank you for contacting us.
  

• Initial Complaint

  Date:08/20/2023

  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.

  As a long-standing customer since September 2022, who relies on Hertz's services for my full-time employment as an Uber driver, I am deeply troubled by the recent experiences I have encountered.The purpose of this letter is to provide a detailed account of the issues I have faced and to request the Better Business Bureau's intervention in investigating these matters and facilitating a resolution.My concerns center around the following grievances:Double Billing and Financial Strain: After renting a vehicle through the Uber portal, I was dismayed to discover that I had been double-charged for the rental amount. This unexpected financial burden pushed my bank account into overdraft, resulting in additional fees and hardships.System Malfunction and Contract Extension Challenges: When attempting to extend my rental contract, I encountered persistent system malfunctions within Hertz's platform. These technical glitches prevented me from smoothly managing my work schedule as an Uber driver, causing significant disruptions.Unwarranted Threats of Vehicle Repossession: Despite adhering to the established payment schedule and proactively addressing the double billing issue, I received threats of vehicle repossession. These threats were deeply distressing and unfounded, given my consistent compliance with all terms and obligations.Inclusion on the "Do Not Rent" List: Seeking clarity and resolution, I contacted Hertz's repossession department, only to be placed on a "do not rent" list. This inclusion was unjustified, unfairly limiting my ability to continue working as an Uber driver.Promised Refund Not Materializing: While Hertz assured me of a refund for the erroneously charged amount, I have yet to see this promise fulfilled. This delay has exacerbated my financial difficulties during an already challenging time.Impact on Livelihood: As an Uber driver, dependable access to rental vehicles is essential for my livelihood. The accumulation of these issues has adversely affected my ability to generate income, leaving me struggling to meet business expenses and personal bills.In light of these issues, I respectfully request the Better Business Bureau's involvement to achieve the following outcomes:Swift Resolution: I urge Hertz Car Rental to address the double billing issue promptly and ensure that the promised refund is processed without further delay. This action will help alleviate the financial strain I am currently experiencing.Removal from "Do Not Rent" List: I kindly ask for my name to be promptly removed from the "do not rent" list. I have not engaged in any actions warranting such inclusion, and this step is crucial for me to regain access to Hertz's services.System Malfunction Investigation: It is essential that Hertz addresses the recurring system malfunction that has hindered my contract extensions. Implementing measures to prevent such technical issues will contribute to smoother service for all customers.Enhanced ***************** I recommend that ********************** improves communication and coordination between its departments to ensure that customer concerns are dealt with promptly and professionally.Broader Impact Evaluation: Given the potential scale of these issues, I request Hertz to conduct a thorough review of other Uber drivers who may have faced similar challenges. This step will prevent future occurrences.

  Business Response

  Date: 08/24/2023

  BBB Case number:  20497848
  Res ID or RA #:  420959744
  
  This is in response to *************************,
  
  We apologize for any misunderstanding regarding the billing received in conjunction with the referenced rental agreement.  I have verified the charges were billed as follows:

  7/14 through 7/21          308.77

  7/21 through 7/28          308.78

  7/28 through 8/04          308.77

  We did not locate any duplicate billing in regards to this rental agreement.  

  Unfortunately, we are unable to assist with rental suspensions in our area.  Please reach out to our Suspended Rental Privilege's team at ************ or ************************************************************ they will be able to further assist.

  We are always concerned when a customer is disappointed with a ********************** for any reason.  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 for corrective action.
  
  Thank you for contacting us.

  
  

  Customer Answer

  Date: 08/24/2023

   
  Complaint: 20497848
  
  I respectfully disagree with the provided response. My attempt to address the matter has included reaching out to the rental department. Their response indicated that they could not assist due to the absence of a recorded extension, despite my prior extension being facilitated by the branch manager. Additionally, I took the initiative to contact the corporate office, which acknowledged that there were no payment issues, but the matter solely pertained to the extension. This issue has persisted for an entire week, despite the branch manager in **********, **, sending an email to address the situation. 
  Sincerely,
  
  *************************

  Business Response

  Date: 08/30/2023

  BBB Case number:20497848
  
  Res ID or RA #:*********
  
  This is in response to *************************,
  
  We have confirmed ****************** rental privilege's have been reinstate.  We apologize for the inconvenience this has caused.
  
  Thank you for contacting us.
  
  

  Customer Answer

  Date: 08/30/2023

   
  Complaint: 20497848
  
  I am rejecting this response because: I would love to talk to someone about what hardship this has caused if I could get someone to contact me via email *********************** or phone number **********
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/19/2023

  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.

  On July 14 I prepaid $262.33 for car rental for ******** ** **********************, rental confirmation number K5530122742 for the dates of July 25th to July 27th. When I arrived at the hertz location no cars were available and was told I would get a full refund. I called hertz on July 28th and was told it was being processed and it would take **** business days. On August 10th I called again and was told it would be expedited and done with in 5 business days. Still no refund to my credit card to date.

  Business Response

  Date: 08/23/2023

  BBB Case number: 20496033
  Res ID: ***********
  
  This is in response to *************************, 

  We sincerely apologize for the delay in processing the refund for your July 25 unused reservation. We are showing a $262.33 refund was issued to your **** ending **** on August 23. A copy of the credit receipt is attached for your review. 

  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.