Complaints

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

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  Hertz

  8501 Williams Rd Estero, FL 33928-3325

• 

  Hertz

  PO Box 31166 Tampa, FL 33631-3166

• 

  Hertz

  2905 N 32nd St Fort Smith, AR 72904-4202

• 

  Hertz

  114 International Way Huntsville, AL 35824-0000

• 

  Hertz Corporation

  2300 N Airport Blvd Springfield, MO 65802-7536

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:08/08/2023

  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.

  Rental Record # ********* I recently made reservations for a weekend reservation on July 22nd for a small size vehicle. I recieved an upgrade due to the branch not having the vehicle i initially requested. However, Upon having a emergency in my family I needed to extend the vehicle for some additional time. I attempted to extend my rental on Hertz website and the rate was different than the initial rate I should be charged as I initially booked my rental using my employers CPD code that would give me a rate of $33 per day. I attempted to contact the branch multiple times and received no answer. I contacted hertz general customer service and I was informed that i should not worry as my card will be automatically credited for the additional days I have the vehicle in my possession. I then received an email on 08/06 reporting that I must return the vehicle. I returned it and noticed a Overdue Admin fee for $535.00 which is absurd, I tried to contatantly call and I can never get a hold of a representative. I am so upset and cant afford this fee already. I have been a consistent customer with ********************** for a few years now. The rep i spoke with just told me i would just be charged a small late fee and they were unable to do a charge on their end. I am going to report this to consumer financial because this is robbery, I am literally crying about how im going to pay this.

  Business Response

  Date: 08/11/2023

  BBB Case number: 20439708
  
  Res ID or RA #:*********
  
  This is in response to *****************************,
  
  The original reservation was for 2 days from July 22 at 09:30 until July 24 at 09:30.  The actual rental was from July 22 at 12:30 until August 8 at 12:19 for a 17 day rental.  In order to extend a rental, we must be able to obtain an additional authorization on the credit card for the additional days.  In this case, the credit card declined all authorization requests starting on July 25.  Therefore, the vehicle was overdue.  Our Vehicle Control team contacted **************** and explained the car must be returned.  Regrettably, it was not returned as requested.  Therefore, we proceeded with the repossession process.  The overdue administration fee is correct in this case.
  
  Thank you for contacting us.

  Customer Answer

  Date: 08/11/2023

   
  Complaint: 20439708
  
  I am rejecting this response because:
  

  I would like to reject this response as I was never notified via phone. I recieved only an email on August 5th at 4:07PM. The email stated "This is The ************************** contacting you on behalf of Hertz, Dollar, or Thrifty. Our records indicate the vehicle you rented is critically overdue. To avoid recovery at your expense, and suspension of your rental privileges, it is urgent you return the rental vehicle today. We urge you to give this matter your immediate attention, by calling us at ************. Please reference rental agreement number RR# 425532612". With the email stating to return the car when the branch was not open for me to return. I made multiple attempts to speak with a representative at the branch and no one was available. I was able to gain contact with a representative through the general customer service line and I was informed that they were unable to process any payments and I will be fine upon returning the vehicle and the charges will be prorated based off my coporate discount code as the price was defaulted to regular pricing on the Hertz website and would not allow me to extend. This information was provided to me prior to receiving this email. Nor does the email state that I would be charged an overdue fee. I made multiple attempts to speak with someone for to be constantly on hold or speaking to an automated machine. I have been a Gold Member with Hertz for over two years and consistently rent from this branch. This is completely unfair and the charge is excessive for $535 for overdue, everytime i rent from Hertz i am unable to extend online due to the system constantly defaulting the rate and the difficulty with getting a hold of a representative.   I would like the amount the be adjusted. Your own representative told me I would be fine and my card would be adjusted the additional amount that I have the vehicle in my possession for. I will be moving forward my legal right to dispute the charges through my credit card company, as allowed by the Fair Credit Billing Act (FCBA) and ****************** if im
  unable to have these charges adjusted.Your representative should not have informed me that I will be fine to keep the rental without an issue. I spoke with someone prior to recieving overdue email. Please waive the fee, I spoke to the manager today on 8/11/2023  and they aware of me being a consistent renter but told me I have to reach out to coporate to have the charge waived.

   

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

  Business Response

  Date: 08/18/2023

  BBB Case number: 20439708
  RA #: 425532612
  
  This is in response to *****************************, 

  I am always concerned when a customer is disappointed with a ********************** for any reason. Adjustment credits are based on information which, in this case, did not support compensation.  However, as a gesture of our concern, a $535.00 credit is being processed to your Discover Card ending **** for the Overdue Administrative Fee.  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 again.  We value your business and hope that we will be able to serve you in the future.  
  
  
  

• Initial Complaint

  Date:08/08/2023

  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.

  RR #********* I have reached out to hertz customer service, customer relations, and executive customer service on the past month regarding multiple charges that should be refunded, due to a rental that was given to me that was not properly inspected prior to me renting. I have attached a copy of my latest email to exec care of which was told i would get a response within 3 business days. Today it has been a week and i have not heard anything and my issue is still un resolved.To sum up the complaint. The car i was rented had a prior case submitted regarding a tire that needed servicing. However, the service was not completed instead the car was rented to me where the tire ended up blowing out on me. I contacted Hertz roadside rescue who is the one who informed me of the case for the prior issue with the tire and advised that the tire should have been replaced but it never was Since the care i rented did not have a spare i was towed to the nearest tire shop where i had to buy a replacement tire out of my pocket approx $185 in order for me to make it back home. Upon returning the car, hertz then charged me $250 because of the tire being replaced, and as recent as two days ago charged $390 for the tow their roadside rescue provided for THEIR CAR.The emails i have attached goes into more detail since i am limited on characters for my bbb complaint, but my ask is to be reimbursed for cost of the rental (for all the inconvenience) plus my out of pocket cost to the tire shop, and the additional charges from hertz for the tire replacement and tow. I was already given $250 back for the hertz fee for the tire, which is why i am confused as to how now they are trying to make me responsible for the tow of $390.

  Business Response

  Date: 08/10/2023

  BBB Case number: 20438877
  
  Res ID or RA #: *********
  
  This is in response to *********************************,
  
  We regret the inconvenience caused due to the tire blow out.  An additional credit of $458.00 is being issued to the **** account ending in 9819.  This represents the $390.00 towing fee and remaining charge of $68.00.  Please allow 5 to 7 business days for this credit to post to the account.
  
  Thank you for contacting us.

  Customer Answer

  Date: 08/10/2023

  
  Complaint: 20438877
  
  I am rejecting this response because: this still does not include reimbursement for the out of pocket cost paid to ********* of $185.44. Below is a list of charges and credits i have received as a result of this rental, i am also attaching a screen shot of my credit card account to display this as well

  
  6/23/23: $263.99 (cost of car rental) - Not refunded
  7/3/23: $318.00 ($250 tire fee + $68 recharging fee); $185 refund 7/11 and $65 refund 7/17= $250 ; $68- pending refund
  7/17/23: $23.98 (toll fee)- not refunded 
  8/3/23: $390 (tow fee) pending refund
  __________
  6/30/23: New *************** $185.44 - not refunded
  
  Total charges listed above: $1,181.41 . minus Total refunded to date: $250. and pending refund: $458 = total refund of $708
  Remaining unrefunded cost :
  $473.41: $263.99 (cost of rental), $23.98 (toll fee), $185.44 (out of pocket tire cost to Firestone)
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 08/16/2023

  BBB Case number:  20438877
  Res ID or RA #: *********
  
  This is in response to ***********************,
  
  In order to review further reimbursement of the tire repair invoice, please provide a copy of the credit statement reflecting the repair cost/or screen shot.
  
  Thank you for contacting us.
  

  Customer Answer

  Date: 08/17/2023

   
  Complaint: 20438877
  
  Screenshot of charge is attached.
  
  Sincerely,
  
  *********************************

  Customer Answer

  Date: 08/17/2023

   
  Complaint: 20438877
  
  I am rejecting this response because:
  

  Please see attachment.

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

  Business Response

  Date: 08/22/2023

  BBB Case number:20438877
  
  Res ID or RA #:*********
  
  This is in response to *********************************,
  
  We regret any misunderstanding regarding the additional expenses incurred and the credits previously issued.  Attached is a copy of the rental invoice.  A credit of $185.00 was issued on July 10 to the **** ending in 9819.  This represented the out of pocket tire expense.  An additional credit of $65.00 was issued on July 15, this was for the difference between the $250.00 billed by the location for tire expense and the previous credit of $185.00.  A credit of $390.00 was issued on August 11.  This was for the towing expense.
  
  Thank you for contacting us.

  Customer Answer

  Date: 08/22/2023

   
  Complaint: 20438877
  
  I am rejecting this response because: my initial issue is STILL UNRESOLVED. i have explained my issue numerous times!. As i have explained before and provided proof of I AM STILL MISSING $185 refund. As you just confirmed Hertz charged me directly $250 for a tire expense, and then i also paid $185 tire expense to ********* which i have already provided proof of via a receipt from ********* AND a screenshot of it coming off my card.

  As i have said many times before and as you just confirmed. I was given only $185 for tire expense and then $65 for tire expense which equates to a total tire expense refund of $250. So If I was charged $250(hertz) plus ****** *********** for a total out of pocket cost of $435.44, but was only reimbursed $185 and $65 (as confirmed in your letter and by my bank). I am STILL OWED $******!! 

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

  Business Response

  Date: 09/05/2023

  BBB Case number:20438877
  
  RA #:401673915
  
  This is in response to *********************************,

  I have submitted a $185.44 refund to your **** ending **** for reimbursement of the tire expense you incurred. Please allow 7 to 10 business days for the credit to reflect on your account. 

  
  Thank you again for contacting us.

  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,
  
  *********************************

• Initial Complaint

  Date:08/08/2023

  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.

  Car rental K4852566668 with DollarSent Search Today ********************************** 1 message Message has attachments 7:41 AM Car rental K4852566668 with Dollar ** May 7th, 2023 we reserved a rental car, for pick up July 15th at 10am and paid for it in full. ** July 15th we arrived at the ****************, ** Airport at 10am to pick up our car. The dollar counter had a sign that said to proceed to Hertz. The Hertz employee we encountered was very rude from the first interaction. She did not have a name tag on ever and I suspect, that is so people can not complain about her horrible behavior. She stated a few times that she did not have a reservation for us and then was able to find it and said, "Well I don't have a car for you but you are welcome to walk up and down the hallway to the other rental companies." That was it, no explanation as to why or what we could do to resolve it. I said I wanted a car as we had reserved it 2 months ago and paid in full already. She immediately jumped up and got the manager ******. ****** told us that their fleet was smaller due to some recent hail storms in town but that she was receiving a large vehicle in a bit and could have it cleaned and discounted for me to pick up at noon. We said Thank you and that her employee had bad customer service skills and needed additional training. We left thinking the situation was resolved and had to wait for someone to come ******************* and pick us up as we had been dropped off there. We returned at noon for our car pick up. The first woman we saw when we arrived back was the original gal, she didn't even speak to us just got her manager right away, ****** came out, starting to type on the computer and stated that I was on a do not rent list and would not be getting a car from them. I have never rented a vehicle before and could not be on anyone's do not rent list. I have since verified with your DNR department that I am not on the do not rent list. ****** said, "Good luck going on your vacation now" as she was refusing to rent us a car. At this point I was understandably angry and started to express this as we had no fault in this situation, eve Yesterday ****************** 1 message No attachment Aug 7 Car Reservation K ** May 7th, 2023 we reserved a rental car, for pick up July 15th at 10am and paid for it in full. ** July 15th we arrived at the ************************ at 10am to pick up our car. The dollar counter had a sign that said to proceed to Hertz. The Hertz employee we encountered was very rude from the first interaction. She did not have a name tag on ever and I suspect, that is so people can not complain about her horrible behavior. She stated a few times that she did not have a reservation for us and then was able to find it and said, "Well I don't have a car for you but you are welcome to walk up and down the hallway to the other rental companies." That was it, no explanation as to why or what we could do to resolve it. I said I wanted a car as we had reserved it 2 months ago and paid in full already. She immediately jumped up and got the manager ******. ****** told us that their fleet was smaller due to some recent hail storms in town but that she was receiving a large vehicle in a bit and could have it cleaned and discounted for me to pick up at noon. We said Thank you and that her employee had bad customer service skills and needed additional training. We left thinking the situation was resolved and had to wait for someone to come back and pick us up as we had been dropped off there. We returned at noon for our car pick up. The first woman we saw when we arrived back was the first original gal, she didn't even speak to us just got her manager right away, ****** came out, starting to type on the computer and stated that I was on a do not rent list and would not be getting a car from them. I have never rented a vehicle before and could not be on anyone's do not rent list. I have since verified with your DNR department that I am not on the do not rent list. ****** said, "Good luck going on your vacation now" as she was refusing to rent us a car. At this point I was understandably angry and started to express this as we had no fault in this situation, even if there we *********************** 1 message No attachment Aug 7 Fw: Hertz Case Received ----- Forwarded Message ----- From: *********************************************************** <***********************************************************> To: *************************** <***************************> Sent: Monday, August 7, 2023 at 03:49:20 PM MDT Subject: Hertz Case Received Thank you for taking the time to contact us about your Hertz rental. We are doing our best to ensure you receive a priority reply. Please expect a personal response from an *********************** Representative within 2-3 business days or earlier. For other support such as extending your rental, receiving a receipt, or lost and found, please visit **************************************************************************************************************************** and select Support at the top of the page. The case reference number for your email is ********. We appreciate you choosing Hertz (or Dollar, or Thrifty) and will be in touch soon. Regards, *********************** Team *************************************************** 1 message Message has attachments Aug 7 Car rental K4852566668 with Dollar To whom it may concern, ** May 7th, 2023 we reserved a rental car, for pick up July 15th at 10am and paid for it in full. ** July 15th we arrived at the ************************ at 10am to pick up our car. The dollar counter had a sign that said to proceed to Hertz. The Hertz employee we encountered was very rude from the first interaction. She did not have a name tag on ever and I suspect, that is so people can not complain about her horrible behavior. She stated a few times that she did not have a reservation for us and then was able to find it and said, "Well I don't have a car for you but you are welcome to walk up and down the hallway to the other rental companies." That was it, no explanation as to why or what we could do to resolve it. I said I wanted a car as we had reserved it 2 months ago and paid in full already. She immediately jumped up and got the manager ******. ****** told us that their fleet was smaller due to some recent hail storms in town but that she was receiving a large vehicle in a bit and could have it cleaned and discounted for me to pick up at noon. We said Thank you and that her employee had bad customer service skills and needed additional training. We left thinking the situation was resolved and had to wait for someone to come back and pick us up as we had been dropped off there. We returned at noon for our car pick up. The first woman we saw when we arrived back was the first original gal, she didn't even speak to us just got her manager right away, ****** came out, starting to type on the computer and stated that I was on a do not rent list and would not be getting a car from them. I have never rented a vehicle before and could not be on anyone's do not rent list. I have since verified with your DNR department that I am not on the do not rent list. ****** said, "Good luck going on your vacation now" as she was refusing to rent us a car. At this point I was understandably angry and started to express this as we had no fault in this sit HP Ad HP Dragonfly Work hybrid with confidence. 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This email was sent from a notification-only address that cannot accept incoming email. Please do not reply to this message.Last week ************************* 1 message Message has attachments Aug 5 ID ************************* 1 message No attachment Aug 5 Fw: Order confirmation ----- Forwarded Message ----- From: ******************* <*****************> To: "***************************" <***************************> Sent: Saturday, August 5, 2023 at 05:41:45 PM CDT Subject: Order confirmation ********, Thank You For Your Order Your order will be ready for pickup by 04:47 PM on August 05, 2023 Confirmation #******** Pickup Location ******** ******************************************************* ************** Additional Instructions: Look for your name at the online order shelf in the lobbyIf you dont see your order, ask a team memberIf the lobby is closed, proceed to the drive-thru Get Directions Order Details ITEM QTY PRICE 2 for $7 Everyday Value 3 Classic *************** Classic 1 $3.5 Classic *************** Classic 1 $3.5 Double Roast Beef Meal Large 1 Double Roast Beef Double 1 $4.91 Curly Fries Large 1 $3.14 *************** Large 1 $2.74 Add Ice 1 $0 Add *************** Flavor 1 $0 Subtotal: $31.79 Tax: $2.43 Tip: $0 Discount: $0 Total: $34.22 Locations | Contact ** | Feedback TM & 2020 Arbys IP Holder, LLC. All Rights Reserved. ************* Three *******************, *******, ** ***** To ensure delivery, add ********************** to your address book.************************* 1 message No attachment Aug 5 Fw: Your ****** receipt and itinerary: MVWRVW Pack your bags for *******! Check out your full receipt with flight and passenger details below. Confirmed MVWRVW ****** Booking Code QBMTYP Frontier Manage Your Booking In App Important Travel Information Please review the specific COVID-19 travel requirements set by your airlines and travel destinations. More Information Outbound Flight ****** to ******* August 25, 2023 2h 53m Nonstop Frontier - F9622 Economy ****** *** 8:12 AM 2h 53m *********** 1:05 PM Returning Flight ******* to ****** August 28, 2023 3h 11m Nonstop Frontier - F9623 Economy *********** 7:48 PM 3h 11m ****** *** 8:59 PM Rental Cars For Your Trip Youve unlocked packaged rates for your upcoming trip. These rates are up to 20% cheaper than rates youll find anywhere else. Search Rental Cars Fare Details *************************************** Base fare:$95.28 ************* $37.70 ***** ***************************** child Base fare:$95.28 ************* $37.70 Carrot Cash applied -$19.80 Total $246.16 This booking will be charged in USD. Carrot Cash Rewards Congrats, you earned $2.47 in Carrot Cash rewards from this booking! - Spend it on any travel booking pre-paid on ****** - Find it in your ****** wallet 48 hours after booking with pay-now or after your trip with pay-later - Carrot Cash only expires if you dont book within 6 months of your last booking Note: If you applied a discount that covers the full cost of your booking, you will not earn Carrot Cash back. Payment Info **** ************************************* 3/2026 Fare Rules ********************** Fees vary for this booking; please contact ****** Change/cancellation fees are per passenger and set by the airline. In addition to a change fee, the airline may charge a fare difference to modify your flight. Fees and policies may change at the airlines discretion. ****** Trees Now with every booking, ****** will plant up to two trees for free as part of our new carbon offset program. Learn more Helpful Links Change or Cancel Booking Check In with Frontier Frontier Bag Car Reservation ** May 7th, 2023 we reserved a rental car, for pick up July 15th at 10am and paid for it in full. ** July 15th we arrived at the ************************ at 10am to pick up our car. The dollar counter had a sign that said to proceed to Hertz. The Hertz employee we encountered was very rude from the first interaction. She did not have a name tag on ever and I suspect, that is so people can not complain about her horrible behavior. She stated a few times that she did not have a reservation for us and then was able to find it and said, "Well I don't have a car for you but you are welcome to walk up and down the hallway to the other rental companies." That was it, no explanation as to why or what we could do to resolve it. I said I wanted a car as we had reserved it 2 months ago and paid in full already. She immediately jumped up and got the manager ******. ****** told us that their fleet was smaller due to some recent hail storms in town but that she was receiving a large vehicle in a bit and could have it cleaned and discounted for me to pick up at noon. We said Thank you and that her employee had bad customer service skills and needed additional training. We left thinking the situation was resolved and had to wait for someone to come back and pick us up as we had been dropped off there. We returned at noon for our car pick up. The first woman we saw when we arrived back was the first original gal, she didn't even speak to us just got her manager right away, ****** came out, starting to type on the computer and stated that I was on a do not rent list and would not be getting a car from them. I have never rented a vehicle before and could not be on anyone's do not rent list. I have since verified with your DNR department that I am not on the do not rent list. ****** said, "Good luck going on your vacation now" as she was refusing to rent us a car. At this point I was understandably angry and started to express this as we had no fault in this situation, even if there were no cars, someone should have called us prior or these employees should have tried to find us a vehicle. They called the police on us, this was vey embarrassing in an Airport full of people. These girls mocked us and flashed peace signs at us, we have photos. When the police arrived they said they had no clue as to why they were there as this was a civil matter. They were there maybe 2 minutes and stated that I should call corporate. As a result of this, we had to rent another car that was twice the price as our initial rental. Our trip was delayed a day. We were stressed about our money situation for the rest of the trip. We had to use our set aside trip money for the extra expense of another rental car. I have attempted to call corporate at least 44 times over the last few weeks. We were told multiple times that a supervisor would be calling us back but that has never happened. We have a recording of the first few phone calls with your office, everyone from your company we have encountered has been very nice to us on the phone and sympathized with us. As much as I appreciate that, we have not yet been made whole. I appreciate you looking into this matter and I hope to hear back from someone promptly. Sincerely, *********************************** Attached you will find the photos of the employees.

  Business Response

  Date: 08/10/2023

  Res ** or RA #: ***********
  
  This is in response to ***********************************,
  
  I apologize for the negative attitude of our representative, who failed to handle the matter in a courteous and professional manner.  At Dollar, we pride ourselves on the high quality of our customer service.  There is never a reason for a Dollar employee to be rude or disrespectful and any unprofessional behavior will not be tolerated.  We sincerely apologize for the impression our representative(s) left with you.
  
  I regret the inconvenience experienced when **************** was unable to honor your reservation.  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 gesture of our concern, we would like to refund the rate difference paid with the alternate car rental.  In order to process a credit, I will need a copy of the rental invoice, the Dollar reservation confirmation and the full credit card number and expiration date. I regret any inconvenience this may cause.  
  
  This information can be sent to ***********************************************************************.  Please reference case number ******** when sending the requested information.  You can send the credit card information via e-mail as long as you split the card number in two e-mails.  For example, you would send the first 8 numbers in one e-mail and the second set of numbers in a second e-mail, along with the expiration date.  You can also send confidential information by mail to the address below:
  
  Dollar Rent-A-************** 26120
  *************, **  73134
  
  Thank you for contacting **.

  Customer Answer

  Date: 08/12/2023

   
  Complaint: 20438523
  
  I am rejecting this response because: I would feel more comfortable if there's a phone number I can call to give my credit card number rather than emailing it over without a secure link. Otherwise I'm OK with the offer.
  
  Sincerely,
  
  ***********************************

  Business Response

  Date: 08/18/2023

  BBB Case number: 20438523
  Res ID: ***********
  
  This is in response to ***********************************, 

  You can contact our ************************************* at ************** to provide your credit card details for the reimbursement of the additional expenses paid for the alternate transportation. 

  As noted previously, we will also need a copy of the invoice for the alternate transportation and a copy of the Dollar reservation confirmation before we will be able to process a credit. 

  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.  
  
  
  

• Initial Complaint

  Date:08/08/2023

  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 booked Hertz rental car months in advance for our trip with my 2 school age children to *******. Hertz booking record K55048145C0 August 3-August 8. We arrived at ****** and took Lyft to Hertz office as it was not at the airport (********************** 100) for $43.76, at 2:35pm. When we arrived at the office with luggage and my children, the agent at the desk went to see a Manager in the office, came out and stated that someone did not return a car as planned and they have no car for me at the moment, but asked to wait. I was not notified if such an event prior to arriving to the office, nor my reservation was cancelled. We sat down and waited until the office was about to close at 5pm. We still did not have a car, and were not offered any solutions. As we waited, I watched 3 more customers receive vehicles. When I questioned why these customers got a car, but not us, I was told they were spoken for and/or that they were Gold Members. One of the customers was driven to another location by the manager to receive their reserved vehicle. At 4:25 pm I asked to speak with the Manager, the agent invited her out of her office, and she stated that they are a Franchise and not part of corporate, so she cannot authorize for me to receive a vehicle out of ****** unless I go there and reserve it myself at a higher price as I would be booking the day of reservation. I asked to call ****** location from their phone (there is no cell coverage at the office) and I was told by the agent it would be $1200-5 times more the cost I reserved months ago. I declined it as I am a single mother and already have reserved a vehicle months prior when planning the trip. We left to our *** ***** in ****** and I paid another $50.75 for Lyft ride, without a vehicle. I am requesting to be reimbursed for my Lyft rides $43.76 and $50.75. Receipts will be provided. This office gives Hertz bad name. I attempted to contact Hertz complaint line but no resolution or response followed.

  Business Response

  Date: 08/10/2023

  BBB Case number: 20438370
  
  Res ID or RA #: ***********
  
  This is in response to *************************,
  
  I regret the inconvenience experienced when ******* was unable to honor your reservation.  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.
  
  In order to process a credit for the Lyft fare, I will need the full credit card number and expiration date. I regret any inconvenience this may cause.  
  
  This information can be sent to ***********************************************************************.  Please reference case number ******** when sending the requested information.  You can send the credit card information via e-mail as long as you split the card number in two e-mails.  For example, you would send the first 8 numbers in one e-mail and the second set of numbers in a second e-mail, along with the expiration date.  You can also send confidential information by mail to the address below:
  
  Hertz Rent-A-Car
  P O Box 26120
  *************, **  73134
  
  Thank you for contacting **.

  Customer Answer

  Date: 08/10/2023

   
  Better Business Bureau:
  
  I have sent reimbursement information to Hertz /email address provided with my Credit Card info as requesteD.

   

  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: 08/28/2023

   
  Complaint: 20438370
  
  I am rejecting this response because:

  
  Thank you for assisting me in resolving this issue. I followed the steps and submitted all necessary information to Hertz Customer Relations over 2 weeks ago and received no response still besides the automated message. I have sent them a follow up email asking to provide status and still nothing-just automated message that mine was received. I also attempted to call Hertz customer service and was told by a very rude agent that there was nothing she can do as I need to wait for email response. How do I proceed? 
  
  
  
  Sincerely,
  
  *************************

  Business Response

  Date: 08/31/2023

  BBB Case number: 20438370
  
  Res ID : ***********
  
  This is in response to *************************,

  We sincerely apologize for the problems you have experienced in trying to obtain reimbursement for the Lyft expenses you incurred. I have submitted a $94.51 credit to your **** ending **** today. Please allow 7 to 10 business days for this credit to reflect on your account. 

  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: 08/31/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/08/2023

  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.

  I rented a Tesla on July 10,2023, through Uber. I was told I will not be charged until I bring my vehicle back as long as the money is on the card. I told them I wanted to use a different card for my final charges. Not the one on file. I was assured that was fine because I wont be charged weekly. I rented for a month and I was charged weekly on the card I didnt want to use and I was told I could use a different card instead of the one that was on file. I extended my rental weekly online and I also emailed Hertz about my extensions. The paperwork that was given to me after returning the vehicle on August 7th states I rented out on July 10th 2023 @9:59A.M and returned It on July 17, 2023 @ 9:59A.M for my last week rental. I rented out on July 10 2023 @ 9:59am and returned on August 7th @ 9:59A:M. I didnt return any vehicle on July 17th 2023. The paper work that was given to me is not accurate. I also shouldnt have been charged weekly. Like I was told. A $500 hold was put on my card as well. Another guy walked in to rent through Uber and they told him they didnt have the $500 hold no more. So they wasnt going to put a $500 hold on his credit card. I was also told I had to wait 5 days before the hold came off my credit card.

  Business Response

  Date: 08/10/2023

  BBB Case number: 20437421
  Res ID or RA #:  K54811025D2
  
  This is in response to ***************************,
  
  We sincerely apologize for any misunderstanding regarding the Uber billing process.  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.
  

  As a gesture of our concern, a credit of $75.00 is being processed to your MasterCard account. 
  
  Thank you for contacting us.

• Initial Complaint

  Date:08/07/2023

  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.

  I rented a vehicle for an upcoming trip and the rental cost was $235.86. Hertz has arbitrarily raised the price of the rental in my reservation to $414.58. #K3952150588 When someone books a reservation, the price booked should be locked in and not change. I have emailed HERTZ repeatedly and called them with no resolution or return emails. HERTZ fraudulently raising prices on reservations without the customer knowledge or consent.

  Business Response

  Date: 08/10/2023

  BBB Case number:  20437104
  Res ID or RA #:  K3952150588
  
  This is in response to Art *******,
  
  We sincerely regret any misunderstanding concerning the rate charged on your rental. Under the contract agreement with ****** contract rates are available at participating locations worldwide.  These rates are not guaranteed and are subject to change, thus, the current contract rate on file will be applied at the time of rental.  This information is available by calling our Hertz Worldwide ******************* or by contacting your company travel department.
  
  Thank you for contacting us.

  Customer Answer

  Date: 08/10/2023

   
  Complaint: 20437104
  
  I am rejecting this response because:
  
  Sincerely,
  
  Art *******

• Initial Complaint

  Date:08/07/2023

  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 called me at least ***************************************** if I still needed a rental! Then when it was finally time to get my car repaired I called ahead and I spoke with hertz 3-4 times before rearranging my schedule to drop my car off for repairs and to pick up a rental . I explained to them that I needed a ***** to save on gas because I drive a ***** and didnt want to add another bill by having to pay for gas. I literally called again to confirm the Tesla was put to the side the morning before I arrived only to be told that the Tesla they told me they held to the side for me needed to go through inspection and could not be rented. I could have kept my car and waited! they barely apologized and then promised that the Tesla would be done inspection on Monday and ready for pickup on Tuesday. I called Monday morning and was told they would let me know when a ***** comes in! I reminded the lady I spoke with who was the only nice and professional employee there .. maybe because shes new .. her name was **************** believe. I explained that I was told that I would have the Tesla by Tuesday any the latest because all that was needed was inspection.. this was the most unprofessional experience Ive ever had renting a car! They literally gave me a print out and a key and said the car is out front. No service whatsoever!! It wasnt until I left that I realized that I didnt even sign an agreement !! I need someone to look into this and get me the vehicle I was promised and I want the gas charges refunded as well. This is a disgrace! I definitely plan to post my story everywhere I can because I can see that Hertz will just ignore you! I called the customer service line and had to continuously ask for a complaint phone number and was told over and over that I need to deal with the. Branch until I finally got the guy I spoke with named ***** to give me an escalation email address. My rental account number is RR H ********.

  Business Response

  Date: 08/24/2023

  BBB Case number:20436097
  
  Res ID or RA #:*********
  
  This is in response to ***************************,
  
  It is our goal to provide each of our customers with the service they expect from such a trusted brand in the rental car market. We apologize for the problems experienced when picking up the vehicle.
  
  Regrettably, we are a post rental office.  We have forwarded the complaint to our ******, ** office.  They will contact her direct to resolve.
  
  Thank you for contacting **.

• Initial Complaint

  Date:08/07/2023

  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# ********* & reservation# K5290734509 I rented a car from the ********** ** ************** on June 27 2023 and returned it June 29 2023. I had no issues with the rental and returned it as I was supposed to. A day or two after I returned it, I noticed an additional $201 charge on my credit card. I called customer service and I was told I returned the car with a flat tire. No one called. No one emailed. I was just charged. I absolutely dispute that this vehicle was returned with a flat tire. I have several witnesses that can attest to that. This car was barely driven. There was never a light that went off on the dash for a low tire. Even in the off chance we picked up a nail, there is no reason for a brand new tire. I asked for proof of the allegation that this occurred in my possession: which tire it was, what happened to cause the damage, and to send me pictures of the vehicle in the lot where I left it with the damaged tire. Even just a picture of the tire damaged at all! It's been over a month and I have followed up several times and have not received the requested information. **************** said the location won't respond to them and their information says I did this. What information? No one has supplied me with anything! When I call the location I don't have the option to speak to a live person. At this point, it's your word vs mine until I am supplied with information of the alleged flat tire. How can I possibly know that this isn't all a lie? Someone needs to make this right or at least provide me with the proof that this even happened.

  Business Response

  Date: 08/16/2023

  BBB Case number:  20435994
  Res ID or RA #:  401591050
  
  This is in response to *********************,
  
  We apologize for the inconvenience.  A credit for the tire charge of $200.00 is being processed to your **** account.
  
  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.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:08/07/2023

  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 car (K53320572F3 Forte **** rented to *******************************, son) was returned on 7-29-2023 to ************************************ No visible damage was noticed by any of the 3 (*******, ***** **************************), who were in the car, and saw it upon leaving it. Agent who received car, looked at it, said to leave keys in car. Did not report any damage, nor give any paperwork.Five days later on Aug. 3, 2023, an email from ************************ (Hertz) stated glass damage on the car, said to report incident to Hertz, and our insurance. Called insurance, who said to dispute it. However, Hertz did not provide evidence, nor detailed report of damage, nor the location of car. Verification of damage was not given at any time. *******, nor ****, nor *****************, saw any damage. It is Hertz word against ours. Called customer service, who said damage could not be verified, and no report could be found. Two emails were sent to Hertz on Aug 3, 2023. We want proof, pictures, a detailed report of where in the car the glass damage is, when was it found, where was the car when the damage was found, how many people drove it before damage was found, we want the opportunity to see the damage(s), what is the cost of the damage, and why did it take five days to report this, and why is there no phone number in the email. *********************************

  Business Response

  Date: 08/10/2023

  Complaint ID: ********  
  RR#: M12438005

  *******************************,

  Thank you for bringing this matter to our attention. We have reviewed this matter with our ***************** and they have agreed to close the claim and not pursue. Please accept my sincere apology for any inconvenience caused. Please rest assured this matter will be addressed by the appropriate Hertz/Dollar management for corrective action as necessary. 
  

  
  

  Customer Answer

  Date: 08/10/2023

   
  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:08/07/2023

  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.

  Hello, I hope you are doing great. I kindly need your assistance. I have been renting a car from hertz since I lost my vehicle and have no money to replace it. I have a family and Im the primary bread winner. The first time renting with Hertz was March 15 2023. It was a ****** Rogue and the contract determined I was to pay $331 with a $200 deposit that would be returned when I returned the vehicle. I had the vehicle for a couple days months and when I returned it, I requested for my deposit. The front desk closed my contract and told me the $200 deposit would be refunded in 2 hours. That was was not the case.I kept calling Hertz to request for my refund but my calls remained unanswered or I was sent on a wild goose chase.I kept renting with Hertz because I was very desperate. Hertz ordered contract renewals every few weeks and whenever you close out the contract, I would request my deposit and would get the same answer. The front desk representative would claim the deposit would be in my account in a few hours. I engaged the hertz representative and told them of my experience and how I did not receive my refund the last 3 times but he was hostile and not willing to help. I decided to contact Hertz via email from June 2 2023 and June 7 2023. They answered me after a while and said they were looking into my case. I kept contacting them on their official email and they told me to give them two business days. Its now August 2023 and they havent responded. I was in desperate need for my money but they undermined this and never took my issue seriously. I have suffered and need your assistance for a refund.Thank you and be blessed

  Business Response

  Date: 08/10/2023

  BBB Case number: 20434913
  
  Res ID or RA #: *********
  
  This is in response to *************************,
  
  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: 08/10/2023

   
  Complaint: 20434913
  
  I am rejecting this response because:
  None of *********** have been returned including some from 3 months ago. I have bank statements that prove this. Filing a case with my lawyer at the small claims court in the coming days. I will not stop until I get justice!!!!
  
  
  *************************

  Business Response

  Date: 08/16/2023

  BBB Case number:  57267340-01CDA
  Res ID or RA #:  380961302
  
  This is in response to *************************,
  
  We apologize for any misunderstanding.  As indicated, 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.  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.  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 again for contacting us.

  
  

  Customer Answer

  Date: 08/22/2023

   
  Complaint: 20434913
  
  I am rejecting this response. Thank you BBB for your assistance. I looked for an attorney who will represent me in court for a case against Hertz. We found out there are several complaints that are similar to mine. I will get justice
  
  *************************

  Customer Answer

  Date: 09/27/2023

  I have not been refunded any deposit so I have no idea what attachment is needed