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

7,213 total complaints in the last 3 years.
1,727 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:08/09/2023
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 Agreement K5132240415. ****** pre-paid I rented a vehicle from Hertz(***************************************************) 07/19/2023 with a return date of 07/24/2023. This was a round trip rental. On the trip to *******, ** my daughter got really car sick due to the vehicle being bumpy and driving oddly. We stopped over 10 times so that she could vomit. She was very sick during the 14 hr drive. My oldest daughter contacted our Local Hertz and told them the situation and they stated they would add a note in the rental reservation about this issue and we could drop car off at a Local Hertz in ***** area as we needed to fly home due to my daughters car sickness. I dropped the car off on July 23, one day earlier than what I paid for. On 08/08/2023 I was checking my **************** CC account and seen a charge from Hertz on July 23 for ******.. I contacted Hertz on 08/09/2023 and spoke with ******* and she said they could not take this charge off.. I did not authorize this charge and was never told that there would be a ****** service charge for dropping car off at this location. Even when I dropped the car off on 7/23/23 the rental agent showed me my rental contract of ****** and said is this correct and I said yes.. She never mentioned a service charge either. Per Hertz rental agreement Variations: it states an amendment to the agreed return arrangement is at our discretion and MAY incur additional charges. HOWEVER I was never informed of any additional charges for this by my local Hertz or the *** Hertz agent. I also dropped the car off 1 day early on 7/23/23 vs 7/24/23. I do not feel that I should have incurred this ****** fee due to 1. I was never told that I would have to pay ****** from any Hertz employee 2. This was an emergent issue due to my child being sick.
Business Response
Date: 08/14/2023
BBB Case number: 19128042
RA #: 423610736

This is in response to *********************************,
In review of our records and the information you have provided, I have issued a refund of the intercity/drop fee. Please allow 7 to 10 business days for the $235.69 refund to reflect on your **************** ending 1006.
Note: Per the terms and conditions of the prepaid voucher, no refunds will be issued for unused days.
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.

Sincerely,

*********************************
Initial Complaint
Date:08/09/2023
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.
Please see details in my below emails to hertz car sales.---------------------------------------------------------------------------Not sure if ****** is still at hertz.So, forwarding to all the other people I worked with while making the purchase.Appreciate your help with the below email. Thank you.---------- Forwarded message ---------From: ********************* <*****************>Date: Wed, Aug 9, 2023 at 3:50?PM Subject: Re: Auto inspection of 2016 ******* sonata To: *********************** <**************************************************>Hi ******************,Hope you are doing well I purchased a 2016 ******* sonata(vin:***************** ) from hertz car sales and worked with you in March 2017.The engine just seized over the weekend.******* wants service records and ******** CHANGES between 11/16/2015 and 3/20/2017 to replace the engine.1. Hertz car sales did a full certified inspection and oil change on 2/7/2017 which they gave. Attached it.2. On 3/20/2017, they did an oil change and brake pads when I purchased it. Have an email to the effect which I have attached.3. Also on car fax, I see a service record on 10/17/2016 at *************************** Ford Mitsubishi ******* which I have attached.Can you please put the above three dates along with other service/oil change dates on a company letterhead and send me the letter. It will save me from spending $10,000 on a new engine.Hertz needs an oil change every ***** miles for their warranty team to replace the engine.Appreciate your help.I have only one car and am stuck at home. Due to financial issues, I am also not able to purchase another car immediately.Thanks,*******
Business Response
Date: 08/14/2023
BBB Case number: 20447599

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

Unfortunately, we are unable to assist with your Hertz Car Sales inquiry. For assistance, please contact our Hertz Car Sales team directly at ********************************************************* or by visiting the website directly www.hertzcarsales.com/contact.htm
Thank you for contacting us.

Customer Answer
Date: 08/14/2023

Complaint: 20447599

I am rejecting this response because:
Contacted hertz car sales also and they did not respond.
Sincerely,

***********************************
Business Response
Date: 08/21/2023
BBB Case number: 20447599

This is in response to ***********************************,
Regrettably, our office does not handle car sales issued. I have forwarded this to the Director of Car Sales. He will have someone contact you directly regarding your request.
Thank you for contacting Hertz.
Initial Complaint
Date:08/09/2023
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.
Hertz sold me a raggedy rental car. It shakes while driving, makes a loud noise and it smells bad. They are refusing to switch the car out. H26463242
Business Response
Date: 08/14/2023
BBB Case number: 20446564
RA #: H26463242

This is in response to *******************,
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 inconveniences you experienced, I will credit $21.24 to your **** ending ****. Please allow 7 to 10 business days for the credit to reflect on the 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.

Customer Answer
Date: 08/14/2023

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:08/09/2023
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 May 26/2023 at 10:05am. I was emerging into the ******************** highway on ***** **, I was with my four years old with my at the moment. The car behind me was coming very fast and hit me from behind. I quickly parked on the shore and went out to see my car, I automatically started taking photos and recording video to have proof and evidence of what happened to present to the insurance. The other driver was very embarrassed and apologized to me, quickly we exchanged insurance information, while he was checking his car I called the police to report what happened, the police came like 25 minutes after my call and he asked us if we was ok and if we could drive the cars, I said yes I can drive my car.Then I left. On my way home I call the other driver insurance and I explained everything that happened and they gave me a confirmation number. Next Tuesday I call back again because no one had called me and wanted to know how my case was, the lady I spoke to told that it takes 5 business day for the claim to go thorough. I was like ok if no body call me by next week I will call back.A week passed and no one contacted me and I called them back, they answered me and told me that my case still did not have an adjuster that they would call me in a week. Weeks went by and nobody called me, I was determined and called every week hoping someone would give me an answer and nothing. I contacted my insurance and they suggested that I kept trying and I kept calling and they told me the same thing 'that my case still didn't have an adjuster' and a month and a half went by. After a long mount and a half went by when I call and finally they told me that I had an adjuster for my case with the claim number:1M01M013041797 and that I have to call her at this number at this number ************ so I did. They said my adjuster name was **** and her direct number was ************. I call the same day on July 10/ 2023 I went directly to her voice mail so leave my name claim# and my phone#. Still nobody had call me back.
Business Response
Date: 08/14/2023
BBB Case number: 20433742

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

We apologize for the delay and inconvenience. I have forwarded your information to our ***************** team. All damage claim disputes are handled by our ***************** team. I have forwarded this case to them to handle. They can be contacted direct at ************************************************** or calling ************.
Thank you for contacting us.

Customer Answer
Date: 08/14/2023

Complaint: 20433742

I am rejecting this response because: That it is the same phone number I was calling the first month in that half and I still calling them every 3 day. They keep telling it is nothing they can do because my case already have an adjuster. I was called them 10 minutes ago and was the same answer.

Sincerely,

*****************
Business Response
Date: 08/21/2023
BBB Case number: 20433742

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 you directly. They can be contacted direct at ************************************************** or calling ************.

Thank you for contacting us.
Initial Complaint
Date:08/09/2023
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hertz without notifying me or asking CHANGED THE POWER SETTINGS in the tesla i rented mid drive nearly causing an accident due to a sudden lack of power. this was done purposefully and intentionally remotely by using the tesla app to lock the driver out of ************** mode. this is not what i signed up for . it was never discussed during the agreement. I believe what they did was illegal or punishable in a court of law.rental #h82719685nj
Business Response
Date: 08/16/2023
BBB Case number:  20446306
Res ID or RA #:  H82719685

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

We sincerely apologize for the inconvenience experienced. We have reached out to the renting location who in turn contacted Tesla directly and confirmed there was no activity done to this vehicle to reduce the speed.  All Hertz vehicles are required to undergo strict maintenance and servicing procedures prior to being released for rental. Unfortunately,certain mechanical problems can occur unexpectedly. Please note, if a customer encounters difficulties,or is unhappy with the vehicle for any reason, while on rental, we ask that they contact the Hertz ************************** immediately to arrange for repair or exchange of the vehicle. ************ is provided with as little inconvenience as possible to our customers.
The condition of the vehicle you received is a concern to us, and we apologize again for the inconvenience you experienced. 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 Tesla maintenance personnel.
Thank you for contacting us.

Customer Answer
Date: 08/21/2023

Complaint: 20446306

I am rejecting this response because:the Tesla replacement that was given to me has now encountered the same issue I am locked out of my power settings. I have contacted an attorney on the issue there is no point in trying to cover your lies I have photos of the entire incident.

Sincerely,

***************************
Business Response
Date: 08/28/2023
BBB Case number:  20446306
Res ID or RA #:

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

We apologize again for any inconvenience.  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 the appropriate Hertz Area Manager has been notified of your experience.
Please note, if a customer encounters difficulties, or is unhappy with the vehicle for any reason, while on rental, we ask that they contact the Hertz ************************** immediately to arrange for repair or exchange of the vehicle. ************ is provided with as little inconvenience as possible to our customers.
Thank you again for contacting us.
Initial Complaint
Date:08/09/2023
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 picked up the Hertz vehicle at *********, ** (***) on Tuesday 6/27.The evening of 6/28 I received information of a family emergency at home, I was to fly back to ******************, ** (***) on 6/29.At 3 am on 6/29, I saw my return flights were being delayed (had a layover in ***), one of the flights was at risk of being canceled.After researching the Hertz app and website, I decided to drive home.The rental was extended using the app.A few hours into the drive when the customer service line was open, I called to move my return city from PNS to ***; the agent said there would be a $167 additional fee, I agreed to that charge.At 7:20 PM, the vehicle was returned to the Hertz garage at ******************, ***; the check in agents were busy and asked if they could e-mail the receipt later, that was fine since having a delayed receipt e-mail is not uncommon.Photos have been sent to Hertz that show the vehicle being picked up at PNS and returned to ***; these photos have the date, time, and location information below each photo.After almost two weeks of trying to get the invoice so I could submit the expense for work, Hertz finally sent me the invoice on Tuesday, July 11. The invoice showed I returned the vehicle at 5 am, in ***********.On Tuesday, July 11, I was in ******, ** at a client; in fact I was in ***** from Monday to Thursday; the previous week I was in *******.On the receipt that was sent to me on Tuesday, July 11, the license plate listed is NOT the license plate of the vehicle I ***************************** is trying to charge me $2,727.
Business Response
Date: 08/28/2023
BBB Case number:20445995

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

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

I am very sorry for the billing error. A credit of $2390.01 is being issued to the customer's **** account ending in ****. Please allow 3 to 10 business days for this credit to post to the account.

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

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 VERY MUCH!!!!!

Sincerely,

***********************
Initial Complaint
Date:08/09/2023
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 Booking Reference Number *********** in *******,**, 7/15-7/17. This was an absolutely horrific experience. Upon arriving, in a time crunch, my name was not on the ****************** Then, the ******************* station was not open. So, although I paid MORE for the reservation than I would without Gold status (I compared), I ended up waiting in a long and exhausting line with a pressing agenda for the day. After finally being seen, Hertz did not have the car I rented (a Polestar) available for ANOTHER 45 minutes. Instead, the agent attempted to convince me that the ********** was the same. It is not. It's smaller and qualitatively different. The agent then told me to get a car in President's ******* The car was significantly subpar compared to what I rented. I don't understand how nor why Hertz would handle long-time customers in this way. For the life of me, I can't understand why Hertz charges Gold customers MORE than it would cost otherwise.Highly disappointed!I submitted a Hertz complaint which I only received a generic reply. Case ID: ***********
Business Response
Date: 08/14/2023
BBB Case number: ********
Res ID or RA #: *********

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

We apologize for any misunderstanding concerning Hertz Gold Plus membership benefits. Hertz Gold Plus membership is designed to expedite the rental process and to eliminate paperwork. In addition,Hertz periodically offers special discounts and promotional offers for rentals in the U.S., ******, and Europe. The Hertz Gold Plus membership itself does not affect rates.
We have verified your reservation was confirmed for Gold Service. Every Hertz reservation is accepted with the intention of honoring that reservation at the designated time and we regret the inconvenience you experienced. As a gesture of our concern, a $50.00 rental certificate is being to you.

Thank you for contacting us.

Customer Answer
Date: 08/14/2023

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 due to the poor service I experience.
I would like to encourage hertz, however, to please check their reservation/pricing algorithms. I have looked on multiple occasions. Whenever I look up cars while logged in, it is more expensive on the hertz website than when I look as a guest. I hope you can fix this.

Sincerely,

*****************************
Initial Complaint
Date:08/09/2023
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.
RR: ********* We booked a hertz rental from July 28-August 14. I am a gold member and have never had such bad service and experience as this trip. 4 days into our rental, our car died. We called roadside assistance and as we booked from ******* Airport, they claimed the closest car that could fit all our stuff would have to be from the airport. We were stranded 2.5 hours from there with two infants and our belongings. At first they tried to tell us to take a Lyft to ****************** airport, that was not happening, especially with two infants. So the only thing they could think to do was sent a tow truck with a new vehicle to switch out for us, instead of one of the hertz employees driving a vehicle out and them getting a Lyft back, which would have been much quicker. No, instead we waited over 6 hours to get a new vehicle. Then the vehicle they sent, was too ************* our belongings. We told them over and over again on the phone we were in a **** edge and the other SUVs trunks were much too small. We had no choice but to accept the equinox and try to exchange it again later. Upon arriving at the ******************** for exchange, they again had no **** Edge and charged us $20 extra per day, even the days we didnt have the minivan, to upgrade to a minivan to fit all of our stuff. This was after we were promised on the phone to get a vehicle that fit our stuff at no up charge to us. We are traveling with two infants and every ********** has been so tolling!!As well as spending over $1200 initially for this rental to begin with and then being charged an additional over $1000 for a problem that was HERTZ!!! Not our problem the initial car that fit our stuff died, an upgrade to a minivan should be free. We should receive a full refund and receiving more incentives to even consider hertz again. Literally left stranded for 6 hours with TWO INFANTS, then delivered a car that couldnt fit our belongings. Absurd. Then charged for the van.
Business Response
Date: 08/14/2023
BBB Case number: 19124889
RA #: 428989702

This is in response to *******************************,
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.
Hertz' classification of vehicles is based on a number of factors including the manufacturer's specifications,vehicle size, equipment, capacity and cost. Although we regret your inconvenience, our records indicate the vehicle class reserved was provided to you as an exchange on July 31. However, we are showing our ************************************* has issued a full refund of the vehicle upgrade fee that were billed for the upgrade to the minivan you received on August 5.
While was under the frustation and inconveniences you experienced, an additional adjustment is not warranted at this time. Because you are currently still on rent, we ask that you speak with the manager on duty at the rental location upon return for assistance.
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:08/09/2023
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.
Case # **********. Rented vehicle 8/5/23 at *** Airport. No vehicles available. When car came in it wasnt cleaned out. When leaving ATL and driving away we discovered a lot of ants in the car. Too late to go back to ATL we called customer service. They instructed us to take the car to the nearest Hertz in ************* ** and exchange it. We did and they told us they dont do exchanges. They sent us to ****** **. Drove there, they had no cars. Back to ************* and we were told to contact customer service, AGAIN. Today contacted *************************** Was disconnected. Called again and was told to call back after the car is returned. THIS HAS RUINED OUR VACATION! The ants got into two of the suitcases. We have a family of five and had to wash all the clothes, not knowing if they were everywhere. Then, we found a couple ants in our bedroom where we first put the suitcases. The first three days of the seven day trip were interrupted by all of the cleaning etc.. After driving to the Hertz facilities trying to exchange cars, I video taped myself vacuuming out the ants.We have plenty of pictures of the ants as well. So frustrated about the horrible, so-called customer service. This is an unusable car, and I dont think we would use Hertz again.
Business Response
Date: 08/14/2023
BBB Case number: 20445430
RA #: 523338922

This is in response to *********************,
I sincerely apologize 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 of $213.00 will be processed to the account billed for this rental. 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 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.

Sincerely,

*********************
Initial Complaint
Date:08/09/2023
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 for 1 week starting 8/4/23. I was quoted 550 for the week. While making the reservation on the phone I was quoted under $200 for the deposit. It turned out to be $1100 (said my credit wasnt high enough but i have over an 800 score). The rental was needed while my car was being repaired. While making the reservation on the phone, and while in person I asked what the charges would be if returned early. I was told by 2 different people I would only "pay for the days used". My car was ready after 4 days so I returned the rental. After a few minutes the employee handed me a receipt. I had not been aware he was completing the transaction, he never told me the price or verified the card to be used. The price charged was $809. Because we brought the car in early they changed the fee to daily instead of weekly without even telling me. I understand the reasoning being the daily rental is more than the weekly, however, I asked 2x very specifically what would be the difference if brought back early. I also DID NOT intend to use the card on file to pay. The employee and manager were not understanding or sympathetic. The manager agreed to charge the original amount but for the full week even though the car is available for rental now. Hertz is not being transparent, it was obvious the amount was different and they didn't even tell me. They should have only charged roughly $300 total for the 4 days.I called the Hertz customer service line and was told they cannot help because this Hertz is a franchise.
Business Response
Date: 08/14/2023
BBB Case number: 20445284
RA #: L41907165

This is in response to *************************,
We sincerely apologize for the misunderstanding concerning the deposit and early return. 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.
Rates are based on several factors, had the reservation been booked for the shorter periord, the applicable daily rate would have been quoted. While you were initially billed for only the rental days used, the applicable daily rate, based on those days rented, was applied. A weekly rate is not prorated when the vehicle is returned early. We regret any misunderstanding, however, no further adjustment is 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.

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. I would like hertz to be accountablefor their lack of transparency.

Sincerely,

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

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