Business Profile

Auto Rentals and Leasing

Hertz

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Important information

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

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

Complaints

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

Customer Complaints Summary

7,199 total complaints in the last 3 years.
1,725 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:08/12/2023
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.
Hertz Rental # ********** I booked a rental through Priceline for a compact car pickup on 8/9 at 11:00Am and drop off on 8/12 @ 3:00 AM at the ************************************************ location. When attempting to drop the vehicle off I discovered that they were closed and did not open til 6, I had a 5:00AM flight for work. Called Priceline who transfer me to Hertz who advised me to leave the car in the airport parking lot with keys in the glove compartment which is what I did. I was then told I was responsible for paying for the car to be towed back to Hertz??? I don't understand why I am being punished for returning a car at the time indicated on my reservation. Priceline did not advise that the location was closed at the time e of return they allowed me to proceed with the reservation and charged me. Additionally Hertz charged me a towing fee??Should this not be billed back to Priceline for allowing consumers to select a drop off time at 3 even though the location does not open til 6 AM.
Business Response
Date: 08/22/2023
BBB Case number: 20460832
Res ID or RA #: *********

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

We apologize for the inconvenience and delay of closing your rental agreement. I have contacted our ********* location and the rental has been closed. Attached is a copy of the invoice. However, the return date was posted incorrectly. Therefore, a credit for 3 days of $241.17 is being processed to your **** account.

Thank you for contacting us.
Customer Answer
Date: 08/28/2023

Complaint: 20460832

I am rejecting this response because: You charged my card ******.
The rental was paid for in advance through Priceline.com why was I charged an additional ******? I have yet to see any credits issues to my account from your company.

Sincerely,

***************************
Business Response
Date: 08/31/2023
Complaint ID: ********
RR#: 525395625

Please accept my sincere apology that the refund amount was incorrect. I have issued an additional refund of $232.83 to your credit card. Please allow up to 10 days for the refund to post to your account.
Customer Answer
Date: 09/05/2023

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,

***************************
Customer Answer
Date: 09/12/2023

Complaint: 20460832

I am rejecting this response because:

Hertz promised to credit my account per the communication in my complaint

, but has yet to refund my account. Am I able to reopen the complaint ?

Sincerely,

***************************
Business Response
Date: 09/15/2023
BBB Case number:20460832

Res ID or RA #:*********

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

Our records show the $232.83 credit has been processed to the **** ending in 3814. Attached is a copy of the credit invoice.

Thank you for contacting us.
Initial Complaint
Date:08/11/2023
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 booked with hertz from 8/7/23-8/11/23, as always I prepaid which states this model is Guaranteed. The cost of this was $485.00. Now once you prepay you cannot cancel after the initial 24hours without being charged $100 or more. I had no intention to cancel regardless, however after my experiences with this location in ********* I find that odd seeing that, once I arrived in ********* I didnt not get the vehicle that was guaranteed and that I prepaid for at least 4 months in advance of my trip. I rented a model 3 longe range Tesla, got to the gold zone at ******************* name not on the gold board and customer service rep ******** to say they have no vehicles, so all have to take this tesla model Y, its long range as well and they wont charge me extra for it. It was dirty and literally had less than 30% charge. Ok heres the issue, I paid for a model 3 LR it was priced significantly more than a simple model Y at the time of booking, wheres the price adjustment? It clearly shows on hertz own website if you reserve a vehicle that the model 3 long range is their most expensive Tesla, then model y, and a standard range 3. Why would your employee lie to me and make it seem like its a deal, why is the vehicle I paid for in advance not available once arrive and if was overbooked why not email/call the consumer so that can explore alternatives? I personally feel its horrible business practice, this is not the first time Ive experienced this at this same location. Honestly I believe *** never received any of the cars Ive booked with them even if theyre guaranteed. Theyve never offered to offset the price difference, or offered any type of refund at all. You cant cancel or be charged, however they can take your money and not give you what you paid for? Its disgusting, This c*** actually ruined plans I had during the beginning stages of this trip to ********* and that as consumers we should get what paid for or, reasonable alternatives offered, or refund.
Business Response
Date: 08/17/2023
BBB Case number: 20459462
Res ID or RA #:  524710432

This is in response to *******************************,
We sincerely apologize for the inconvenience you experienced when we were unable to provide the confirmed vehicle class. 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.

I am crediting your MasterCard account for $58.29. This represents the difference in the rates for the prepaid Group E8 vehicle and the Group E9 vehicle driven. The adjustment is being made at this time,but may not appear on the next monthly statement due to billing cut-off dates.

Thank you for contacting us.

Customer Answer
Date: 08/18/2023

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:08/11/2023
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.
Rental#********* 6/5-7/24 7 week rental.Hello Im renting from Hertz with the Uber program for 1 yr. early July, I had a very unexpected death in my family and flew immediately out West. During all the confusion as you can imagine at the airport, I remember to call Hertz and inform them of what had happened and that I should be no longer than 14 days **** but was unsure of my return date being the circumstances. I was told not to worry to have a safe flight.They would note the account and I would keep them updated while I am out west I did manage to call three times and all three times told the same dont worry. Thank you for calling safe trip home. Just go to the hub in *********** when youre back I said yes I will call immediately as soon as I return. I returned on the 21st Fri Hertz was closed already for Uber wknds no one for Uber at the hub so I called hertz to inform them I was back and that I would be there first thing Monday morning the 24th they said ok I get to the hub theyre all really very nice there. I owe for two weeks. Last payment was made for my weekly rental was 7/3. I owed 7/10, & 7/17. All 5 payments billed from hertz to my Amex are att . The Hub saw I owed for 2wks also a $535 charge ridiculous admin late fee. They were unable to remove it so they called Hertz billing on speakerphone spoke with a rep who insured us that $535 being the circumstances would be returned total was $1334 also att . 2 wks+$535 + an unknown $65. $1334 was pending for over a week and then fell off from my Amex, I called Amex they said it dropped off I called Hertz 2x they said they dont see anything!! On the 9th of Aug I wake to a $1533.94!!! No explanation no courtesy email nothing very disconcerting. I owe from 7/10 & 7/17 2 weeks $760 total.. when calling hertz billing they dont know what its for they say go to the hub. The hub says its hertz billing monkey in the middle. Ive been there before will not go through that again.Please rectify THANK YOU
Business Response
Date: 08/23/2023
BBB Case number:  20458986
Res ID or RA #:  *********

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

We apologize for any misunderstanding regarding the billing received. I have verified rental agreement ********* was billed weekly in 4 increments of $367.99. We have inquired with the location regarding the additional billing on your June 26 invoice. We were advised that the last payment was on 7/3. Given the way we operate at Hertz TNC, our customers always pay for the past week when they rent from us. This means that at the time our customer returned their **********************, three weeks' worth of payment was due.

The total amount due for these three weeks comes to $1,530. This is composed of the standard three weeks due $310 , an additional $65 for extra day fee due to customer returning after pick up time, and a further $535. These charges are all standard as per our rental agreement when the contract is passed due.

We hope this clarifies. Thank you for contacting us.
Customer Answer
Date: 08/24/2023

Complaint: 20458986

I am rejecting this response because: I was charged 1334$ at the location on 7/24. Which included a $535 late charge which at the location we called Hertz billing on SPEAKERPHONE and was told the $535 late fee would be returned being the circumstances. I HAD A DEATH IN MY FAMILY VERY UNEXPECTED AND FLEW IMMEDIATELY OUT WEST. Was in touch with hertz constantly 4x in total once from the airport and 3x from my familys ************* and told nothing about late fee , NOW IVE BEEN RENTING FROM HERTZ FOR OVER 1 year with the **** PROGRAM AND I WOULD THINK THIS MAKES ME AN IMPORTANT CLIENT. 7 week rental I have receipts of 5 payments which were attached. If youd like to say I owe 3wks fine , but I will not be charged $535 for something that was out of my control and will not pay the price because of the ridiculous lack of communication with hertz customer service and miss information!!. Return my $535 or I will be forced to file a court complaint, I have verbal assurance From a hertz billing representative and ***** at the Location is the one who called hertz billing from the location on speaker phone. It WAS NOT THE LOCATION WHO CHARGED ME 1554$ it was HERTZ BILLING. And your math does not add up to 1554$ for 3 weeks .. send pages with billing breakdown immediately and return my $535 as promised from HERTZ BILLING REPRESENTATIVE. I expect this information by tomorrow I will not wait 2 wks. I will file on Monday with my court. Attached are my 5 payment receipts dated 6/5,6/12,6/19,6/26,7/3. I owed from 7/10 & 7/17. Car returned on 7/24. If the customer service representative from ********************** billing wouldve indeed did their job they would have just charged my card those two weeks but apparently the incompetence of Hertz billing department customer service is ridiculous. You have all five receipts from Hertz on my **************** card. Attached your mask does not add up. I want a billing breakdown and I demand being a verbal agreement and I have a Hertz representative from the location as a witness of my return of $535 immediately on Monday. I am filing a complaint and I am stopping payment on my **************** card. I have waited long enough and I have dealt with the incompetence of this company for for too long. I have been a good client for over one year and I refuse to be ripped off.

Sincerely,

*****************************
Business Response
Date: 08/29/2023
BBB Case number:  20458986
Res ID or RA #:  378509471

This is in response to *****************************,
In further review of our records and the information you have provided, I have submitted a full refund of the $535.00 Overdue Administrative fee that was applied to your June 5-July 24 rental. Please allow 7 to 10 business days for the $535.00 refund to reflect on your **************** ending 1002.
Thank you for giving me the opportunity to review this matter again. We value your business and hope that we will be able to serve you in the future.

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.
In the future my opinion would be to hire competent employees it is most frustrating when they just tell you what you want to hear and nothing gets done or they have no knowledge of anything. This is not a way to run a business and the stress that is caused unnecessarily like banging your head against the wall, I should not, or anyone else have to go to such extremes as to involve the Better Business Bureau with such nonsense and incompetence.

Sincerely,

*****************************
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.
In the future my opinion would be to hire competent employees it is most frustrating when they just tell you what you want to hear and nothing gets done or they have no knowledge of anything. This is not a way to run a business and the stress that is caused unnecessarily like banging your head against the wall, I should not, or anyone else have to go to such extremes as to involve the Better Business Bureau with such nonsense and incompetence.

Sincerely,

*****************************
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.
In the future my opinion would be to hire competent employees it is most frustrating when they just tell you what you want to hear and nothing gets done or they have no knowledge of anything. This is not a way to run a business and the stress that is caused unnecessarily like banging your head against the wall, I should not, or anyone else have to go to such extremes as to involve the Better Business Bureau with such nonsense and incompetence.

Sincerely,

*****************************
Initial Complaint
Date:08/11/2023
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 number: M13948712 I rented a Hertz vehicle for a monthly rental from 7/1/23 to 7/29/23. On 7/22, I found a letter in my vehicle saying there was an "issue with my car being scanned" from ***********************. And it said if he doesn't hear back from me, the rental would be towed. This is a rental car I fully prepaid the price on. Letter is attached to the receipt. This caused a lot of initial stress on me as I opened the car door on Saturday. This car did not get driven often as I used this car to drive to take care of my father whom had a long term injury and I was staying in PA for the entire month. This caused a lot of unnecessary anxiety to me as this was a Saturday when I opened the car. I had no idea how long that letter was in the car. I did find that since this was a Tesla, I had Sentry mode on and found the footage. Also I was hesitant on renting from Hertz as I heard horror stories of individuals getting falsely arrested because records at Hertz aren't kept too well. Also, I'm aware of the settlement Hertz has done. So I was paranoid all day Saturday thinking police would pull me over and I would get arrested I sent a letter to the sender of whom put the letter in my car - ***********************. I'm attaching the email, but to me he seemed pretty dismissal of my concerns and made it sound like it's completely normal for a stranger to drive 5 hours round trip and go into my car to put a threatening letter. Also since he closed his case, I had issues with checking the car back in. I was told by **** (whom said he was a manager) said the car was already checked in earlier in the week when *********************** closed the case. This is my first Hertz rental and I find it astonishing I had these issues. Why did ************** have to drive 5 hours round trip for this. Couldn't he have investigated all the rental receipts and found mine? I could go into more details but due to char limit I can not. I believe I should be fairly compensated for this ordeal. No one got back to me.
Business Response
Date: 08/16/2023
BBB Case number:  20455796
Res ID or RA #:  M13948712

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

I sincerely regret your rental experience with Hertz did not meet with the high standards of service we strive to maintain. 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.
As a gesture of our concern, a credit for the recharging fee applied ($153.99) is being processed to your **************** account.  We hope you will allow us the opportunity to regain your confidence in Hertz in the future.
Thank you for contacting us.

Customer Answer
Date: 08/16/2023

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 resolution was one of the thoughts I had and greatly appreciated for Hertz's quick response.

Sincerely,

***************************
Initial Complaint
Date:08/11/2023
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We arrived to pick up our prepaid, reserved, and guaranteed Tesla model Y reservation on August 3rd, 2023 at ***. When asked if I wanted insurance coverage, I said no, my credit card already covers it, to which he said ok. The receipt he gave me later then contained maximum insurance coverage costing multiple hundred. When I caught him red handed, he brushed it off as he heard I wanted full coverage. That's not possible as I even explicitly stated my credit card has it and in which he responded ok. At my request, he removed it. After he removed it, he then informed me that model Y is not available, and repeatedly pressured me into taking a model 3 short range. When asked if I will get the cost difference back, he told me no and to deal with customer support after the **********************. When I did not agree to it, he then told me it will be a 1 hour wait, to which we still did not accept the model 3 and opted to wait. All the while he was yelling across the room to other employees how we got the model Y too cheap, 75 dollars per day, as if we don't deserve it. We know he wanted to pressure us into taking a cheaper vehicle so he can sell the model Y for a much higher rate. After we stepped out to wait, guess what, 2 model Ys popped up within 10 minutes. They had the vehicle the whole time, but just didn't want to give it to us. When we finally got into the vehicle, the exterior had scratches and dents everywhere. The interior had stains and garbage from the previous rental. First of all, we do not appreciate these scamming/pressure tactics used by Hertz, and second of all, we would appreciate if they did their due diligence and not give us a dirty car.
Business Response
Date: 08/16/2023
BBB Case number: 20454868
RA #: 522374064

This is in response to *************** *******************,
Providing our customers courteous,professional service is important to us and our training programs strongly emphasize this. We regret your rental experience did not meet with the high standards of service Hertz' customers have come to know and expect. The Area Manager has been notified of your concerns for review with the personnel involved.
I am very sorry for the condition of your rental vehicle and the inconvenience you experienced. All Hertz vehicles should be properly 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 your letting us know of your experience. This matter will be reviewed with our maintenance personnel.
As a gesture of our concern for the problems you experienced, I have added **** Hertz Gold Plus Reward points to 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:08/10/2023
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 vehicle was involved in an accident. It was hit by a hertz rental car while it was parked on the street. The person in the the hertz car fled the scene. The police was called and a report for my vehicle was taken. After the incident took place my insurance company reached out to hertz and they didn't respond back. I tried to get in contact also. After six weeks of pursuing hertz. I finally talked to someone. The gentleman told me that there was nothing they could do for me and that they weren't responsible in the matter. I sent a letter to small claims. The accident took place on 9/05/22. The tag/registration expired on the vehicle on 11/02/22. When the tag expired I had the car junked. after it was junked they reached out to me and said they would like to settle. That asked if I still had the car. at this point it was in the middle of November. I told them I had the car junked after it sat so long as the car was totalled. They told me they were going to give me $2600 for the total loss and right before it was time to settle. They told me that they were only going to give me $1600 because I got rid of the car on my own. I had no other choice because otherwise it would've been ticketed. And it should not have taken them that long to reach out to me in the first place. I lost my job because I didn't have transportation to work and this has been going on for 11 months now. I need help with being properly compensated.
Business Response
Date: 08/16/2023
BBB Case number: 20454125

This is in response to ***********************,
Regrettably, we do not handle claims in this department. All damage claim disputes are handled by our ***************** team. I have forwarded this case to them to handle. They will reach out to ***********************. They can be contacted direct at ************************************************** or calling ************.

Thank you for contacting us.
Initial Complaint
Date:08/10/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 4 August, I rented a car from Hertz in ************. I drove my POV to the site and parked it in the garage attached in an unmarked spot. There were no signs in the garage nor in the ************ Hertz office that said not to do that. The sales rep didn't tell me not to park there. When I returned the car on 7 August, I went down to retrieve my POV and it was gone. When I asked the same sales rep who rented me the car about it, he said "usually people tell me when they have a car parked in the garage." How was I to know I needed to tell him where he didn't ask and there were no signs indicating I needed to ask if I parked a POV in the lot. Nor were there any signs that said I couldn't. He provided me the name and number of the tow company but didn't offer to help and told me I needed to call Hertz customer service. I called the customer service line and told them what happened and they said to send an email to Hertz customer service with my receipts and they would refund the money. When I provided the information to Hertz they said they wouldn't refund the money and cited something about the rental car vice the **** I'm not sure if they didn't read my emails properly or are stalling so they don't have to pay. I am asking for a refund of the towing fee of ******.
Business Response
Date: 08/15/2023
BBB Case number: 20452970
RA #: 522557733

This is in response to *****************,
We apologize for any misunderstanding regarding the parking policy for personal vehicles at the Hertz ************ location. Hertz is not liable for charges incurred due to your personal vehicel being towed, as the company does not have designated parking space for renters personal vehicles.
However, as a gesture of goodwill, I have issued a credit for 1/2 of the towing charge you incurred. Please allow 7 to 10 business days for the $92.50 credit to reflect on your account. While we understanding your frustration, additional compensation is not warranted.
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:08/10/2023
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.
Please be advised that I booked a car rental with Hertz rental car company for 4/1/2023 4/7/2023, reservation #K44046873C7. The reservation was clearly for a gas operated mid sized SUV to be picked up & dropped off at *** ***************************** in **. Upon arrival to the Hertz desk I was charged a bogus $221 upgrade fee. The Hertz agent stated that it was a fee charged to convert from an electric vehicle to a gas vehicle. I showed the agent the printed AAA reservation that was clearly for a gas operated vehicle. I have never owned or operated an electric *********** wasnt about to rent one due to safety hazards associated with unfamiliarity. The agent wouldnt budge so I had no choice but to relent. The check in process was very chaotic, hectic & completely disorganized due to a temporary relocation with construction at the terminals. When I returned the car on 4/7/2023 at the designated *************** at the *** airport I was directed to the wrong parking garage level, wrong location & wrong spot by the car rental return folks. They also incorrectly instructed me to just leave the key FOB on the dashboard. I passed by the Hertz rental car front desk on my way to the airline gate & explained the situation to the Hertz agent on duty. She was visibly upset & shaken & stated that the instructions I was given were false & that the car was in jeopardy of being compromised or stolen. We immediately raced back to the parking garage to locate the car. When we finally found the car she told the Hertz garage personnel that the information that they gave me was inaccurate. The Hertz agent apologized & stated that no further check out actions were required. I hesitated since I demanded that they accept the rental car in good condition with a full tank of gas. I was shocked when I saw an additional fuel charge of $118.09. Attempts to resolve this with Hertz were unsuccessful. I contacted them again on 8/2/2023 & the Hertz agent agreed that the upgrade fee was wrong & she assured me that my account would be credited however it has not. Also I was told that the *** Hertz manager would contact me re the bogus fuel charge. I demand a full refund totaling $339.09 for the bait & switch upgrade fee & the illegal unauthorized fuel charge since I returned the vehicle with a full tank of gas.
Business Response
Date: 08/15/2023
BBB Case number: 20452707
RA #: 172350301

This is in response to *************************,
In review of our records, we are showing a reufnd of $317.47 was issued to your account on August 4 for the vehicle upgrade and fuel charges, see attached invoice. However, we are showing the taxes/fees were not correctly adjusted when these charges were removed, therefore, an additional $31.74 refund is being issued to your account at this time. Please allow 7 to 10 business days for the credit to reflect on your account.
Note: In review of the reservation record in our system, we are showing an electric long range SUV (i.e. Chevrolet Bolt) was booked for your April 1 reservation.
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: 08/17/2023

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. Thank you for valuing me as a long time customer of ********************************************* cars. I will resume utilizing Hertz for business and leisure travel.

Sincerely,

*************************
Initial Complaint
Date:08/10/2023
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This company overcharges and participates in predatory business tactics. I went to pick up my car at this location, and the manager, **** attempted to get me to pay more for a rental that I had not reserved. The sales agent behind the counter said it shows here the she reserved this car, but you have it written as this. I had to call my insurance agent just to confirm due to the tactics being made so i would pay more. It set the tone for my experience that I should have paid more close attention to looking back. The rep had made it clear information was entered in correctly and the manager was attempted to coerce me into paying more at that start.Next, I was advised they would be taking different amount than what I authorized. I did not receive receipts, I was assured on multiple occasions I had was not going to be charged, I had a zero balance, and that I would not have to worry about additional fees. My insurance paid for the first thirty days and then I paid out of pocket cost for about 13 days. During that time, ***** (the sales representative) had told me one week was $125 then the following $124, but I noticed the charges had disappeared called to make sure there wasnt an error and wanted to make sure I did not need to pay anything else. I was reassured it had all been taken care of. When I asked about my balance, I was told it had been all paid up. He had said he was working with me and that when he put in numbers it reflected zero and I had nothing to worry about, that was a lie. I received over a $900 charge that I had not authorized, or given any notice about. I called corporate to get some type of relief/ explanation was not sent any emails, receipts, anything to justify the charges. I had to dispute a portion of the cost, but its still ongoing. It is shameful for a company to prey on individuals who are going through unexpected circumstances all just to make money. Due to the inconvenience, I should receive a refund of half the charges.
Business Response
Date: 08/15/2023
BBB Case number: 20452287
RA #: H24485263

This is in response to B. Shorts,
Providing our customers courteous,professional service is important to us and our training programs strongly emphasize this. We regret your rental experience did not meet with the high standards of service Hertz' customers have come to know and expect. The Area Manager has been notified of your concerns for review with the personnel involved.
In review of our records, we are showing you kept the rental from May 24-July 13, which is a total of 51 rental days. The insurance company paid 30 rental days and you were billed for the additional 21 days at the same rate (35.99/day) plus applicable taxes/fees. The total bill applied to your credit card account is $912.89, see itemization below.
$755.79 for 21 rental days ($35.99/day)
$85.78 for Vehicle Licensing Fee (****%) on rental days
$71.32 for tax (*****%) on above charges
We sincerely apologize for any misunderstanding regarding the credit authorization required at the time of rental/extension. An authorization is required based on the estimated rental charges. The estimate of charges assumes that the customer is going to return the vehicle exactly as stated on the rental record at the time of rent. Estimated charges include rental charges,optional services accepted, additional charges (child seats, ski racks, etc.),and taxes.

When the car was returned, a charge for the total amount due was submitted to your credit card company. Depending on the credit card company, there may be a delay between the time the charges are received and when the hold is released. The length of time this takes is not determined by Hertz. Since the card issuer is responsible for releasing authorization holds/funds back to their customers' accounts, we recommend you contact the card issuer directly.
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: 08/18/2023

Complaint: 20452287

I am rejecting this response because:

The response is unacceptable. This complaint is in relation to the misrepresentation and predatory sales tactics employed by both the area manager and their sales representatives, as well as the lack of proper documentation and authorization documents for additional charges.

My complaint does not pertain to any confusion regarding the length of the vehicle rental, but rather the deceptive tactics used by the sales representative to manipulate me into extending the rental period under false pretenses. I was led to believe that I would not be charged for a portion of the extended period, only to later discover that I was billed over $900 without any receipt, authorization, or notice.

I take responsibility of extending the rental and that I was required to pay for a portion of it , however I was led to believe it would be half the amount I was charged. The absence of responsibility displayed by Hertz has in allowing their representatives to take advantage of customers, particularly those in vulnerable positions relying on insurance, is deeply concerning. The sales representative assured me that my balance was zero, that I did not owe anything, and that I would not receive a large bill as I had already been taken care of. However, I was charged despite being explicitly told otherwise, and to make matters worse, I have not received a valid receipt, any authorization, or any electronic confirmation of the rental extension or the condition in which the car was returned.
My account was brought negative, and
I attempted to dispute a portion of these charges with my bank, but due to the lack of appropriate documentation provided by Hertz, I was unable to provide any evidence of my authorization for the additional charges. This further highlights the fraudulent and deceptive nature of the sales tactics exhibited by their employee. I have described in detail what I had authorized in addition to my insurance, yet I have not received any documentation beyond what has been exchanged in our previous correspondence.

I find it unacceptable that Hertz has failed to address these issues, issue an apology, nor offer any type of credit back to my card. You have allowed this rental location and it representatives to engage in deceptive practices on more than one occasion. I kindly request that the BBB thoroughly investigates this matter and takes appropriate action to ensure that Hertz rectifies their unethical behavior and provides me with the a partial refund, and the necessary documentation that reflects a receipt with an adjusted balance due to the financial burden this incident has caused.
Thank you for your attention to this matter.
Business Response
Date: 08/28/2023

BBB Case number:  20452287
Res ID or RA #:  H24485263

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

After a thorough review of this matter, we stand by our original decision. The final invoice and signed rental agreement were provided with our previous correspondence. The signed rental agreement reflects the appropriate daily rate and this rate was provided. Although the resolution is not what you preferred, no additional action is warranted. We regret we are unable to fulfill your expectations in this instance.

Thank you again for contacting us.
Customer Answer
Date: 08/28/2023

Complaint: 20452287
To whom it may concern,

I am rejecting your response in efforts to bring to additional attention to the recent actions of Hertz North Oak branch location, which I believe to be unfair, deceptive, and in violation of the *** Act. The ************************ has issued a notice regarding certain practices involving automobile rentals, stating that it is unfair and deceptive to disparage an advertised product in order to switch a customer to purchase or extend their ********************** agreement under false advertising of no additional cost.

In my recent experience with Hertz, I encountered several concerning practices that align with the ***'s findings. First, the sales representative failed to provide me with a receipt and record of each charge, as well as a written signature of the rental extension. This lack of transparency not only deceived me with false advertising of no additional cost, but also violated the *** Act by failing to accentuate every term of the rental offer or contract.

Second, Hertz's negligence in producing additional records of my rental extension put me at risk of safety. Considering the company's previous negligence, as referenced in an ongoing class-action lawsuit, I could have been in jeopardy if the vehicle had been reported missing. This further highlights the company's disregard for customer safety and well-being.

Third, the *** has determined that "bait and switch" practices, such as advertising a product without the intention to sell it, are unlawful. Hertz's false advertising of no additional cost for rental extensions falls under this category, as it aims to induce customers to extend their rental agreements under deceptive pretenses. This practice is designed to discourage customers from availing the advertised product at the advertised price.

Additionally, Id also like to bring to your attention the proposed class-action lawsuit against Hertz, which accuses the company of acting carelessly and engaging in poor recordkeeping. This lawsuit highlights Hertz's misleading advertising practices and their failure to clearly communicate charges to customers. Despite using their terms and conditions as a defense, Hertz's actions are indefensible when they fail to abide by *** regulations and advertising standards.

Furthermore, the absence of a receipt from Hertz is concerning. Despite their claims of producing one during the mediation process, I have yet to receive it at the email address I provided when agreeing to the initial terms and conditions. This failure to provide a receipt undermines their defense and raises questions about their accountability for their predatory sales tactics. I have not received any form of communication or apology from Hertz regarding their deceptive actions.
In light of these issues, I urge you to thoroughly review this case and take appropriate action. It is crucial that Hertz is held accountable for their unfair and deceptive practices. I believe a partial refund is warranted in this situation, considering the company's failure to provide a receipt and their overall lack of accountability.

Thank you for your attention to this matter.

-Regards
Initial Complaint
Date:08/10/2023
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.
Reservation #K5364551858 I rented a Tesla Model 3 from Hertz at ******'s airport for a 2-week trip. This is the first time that I rent an electric, but I did some homework and saw that Hertz provided me with a charging cable so that I could charge the vehicle overnight or in case of emergencies. As I started my vacation trip I did not need the cable because there were superchargers along the way towards my final destination (*********, **). My plan was to use the provided cable in ********* because there aren't superchargers and the only places to charge are in hotels. However, the cables are missing from the car and now I am unable to charge the vehicle. I reached out to Hertz customer service and they told me the only option is for me to drive back to the rental location (over 200 miles) and request the cable. When I call the location directly to see if they can provide a cable in another location they don't answer the phone. I stopped and spoke with a Hertz near ********* and they were rude and refused to offer help. The contract for the vehicle clearly stated that cables were provided by default, and even the key ring has a disclaimer from Hertz stating the same:Tesla Charging Kit:This Kit Contains the ******************* Connector 1x NEMA **** Adapter 1x J1772 ****************** Connector is missing, all I have is adapters. This has ruined my vacation, as I cannot drive anywhere for fear of running out of power.
Business Response
Date: 08/29/2023
BBB Case number: 20452235
Res ID or RA #: *********

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

We sincerely apologize for the inconvenience experienced. 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.
As a gesture of our concern, a credit for the charging fees of $120.32 is being processed to your MasterCard account.

Thank you for contacting us.

Customer Answer
Date: 08/29/2023

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,

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

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