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

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  Hertz

  5405 Airport Service Rd Tampa, FL 33607-1419

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  Hertz

  4500 E Speedway Blvd Ste 40 Tucson, AZ 85712-5325

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  Eagle Automotive

  2223 Memorial Pkwy SW Huntsville, AL 35801-5621

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  Hertz

  Ontario International Airport Ontario, CA 91761

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:08/07/2023

  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.

  I was overcharged initially during the return of an electric vehicle on 5/22 and then I was charged an additional ****** TWO MONTHS after the return for supposed electric charging fees. 1) The overcharged more than covered those fees. 2) it would be impossible to have compiled ****** worth of electric charges in the period I had rented the vehicle. 3) Hertz was not authorized to make those charges after the point of sale. 4) the initial email (pasted below) is worded so that it sounds like I'm getting a credit. I wasn't. It was a charge. Here are the relevant digits:Ref. No: ******** Rental Agreement #: ********* Reservation Id. *********** Here's a copy of the email that I was sent prior to the charge being made: Dear *********,Thank you for your inquiry. I appreciate the opportunity to review your concerns. After reviewing our records and the recharging fees, I have determined a credit is due. An adjustment of $****** is being processed to your credit card ending in ****. I sincerely apologize for the billing error. The adjustment is being made at this time and will appear on your account within **** business days. Thank you for bringing this matter to our attention. We appreciate your business and look forward to the opportunity of being able to serve you again. Sincerely, Nekeita S.******** Correspondence Administrator ********************** ******** Services **************************************

  Business Response

  Date: 08/10/2023

  BBB Case number:  20435353
  Res ID or RA #:  185143335
  
  This is in response to *****************************,
  
  We apologize for any misunderstanding regarding the additional ** Charge.  Attached is a copy of the ** Charge break down.  This information is also available at www.hertz.com/rentacar/receipts/listReceipts.do
  
  Thank you for contacting us.

  Customer Answer

  Date: 08/10/2023

   
  Complaint: 20435353
  
  I am rejecting this response because:

  As you'll see on the attached receipt, i was charged ****** for the rental, 560 more than the itemized total; and substantially more than the amount the customer service agent listed in the attached email. There's been a mistake made by Hertz. Please reverse the extra charge immediately. I will continue to legally pursue the matter until the money is returned.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 08/16/2023

  BBB Case number:  20435353
  Res ID or RA #:  185143335
    
  This is in response to *****************************,
  
  We apologize again for any misunderstanding.  Our records indicate your rental charges were processed as follows:

  4/24 through 5/1               381.75

  5/1 through 5/8                 381.75

  5/8 through 5/15               381.75

  5/15 through 5/22             381.75 + ****** (EV Charge) = 980.48

  Total of $2125.73

  
  We hope this clarifies the billing.  Thank you again for contacting us.

  
  

  Customer Answer

  Date: 08/22/2023

   
  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.

  Original reservation scheduled June 15,23 , Pick up for EV car on July 27th at 5:30pm Rental number *********. Original payment was for $590.72. When arrived to Hertz facility all was going well until the manager (*************************) came over and stopped the employee who I was working with and told her she could not give me the Tesla because they had too many reservations and not enough cars and her boss said they cannot give them out. The manager then proceeded to tell me "Well I didn't have time to get the other EV cars today so I don't have any for you". When asked how this was going to be resolved she stated "well we can give you another car and you can go to the airport and switch it out." I asked if there is a way to make sure they have a car for me when I got there so I did not waste my time and the response I got was "Oh they never answer so no". I explained that this was out of my way and I was not going to do this unless I had a confirmation that I would have the correct car. She stared at me and said well they have plenty of cars but I can't confirm that. I asked to speak to her boss and was promptly told she doesn't have a phone number for him and they only communicate via email. She then went to "call another store to see what they were doing" but again all the close by stores had already been closed so really makes me wonder who the phone call was to. The manager then came back out and said we can give you a ****** Prius but that is all we can do. Again sitting right next to me are 2 EV cars and a lot more cars to choose from but "that was all" they could do. I agreed to take the Prius as it seemed like the only way I was going to be able to leave for my vacation. I agreed and was told that now they needed to clean the car! After waiting another 30 minutes I got into a horribly stained car and one that smelled like cigarettes. More to the story but dont have space to complete.

  Business Response

  Date: 08/10/2023

  BBB Case number:  20434226
  Res ID or RA #:  428532930
  
  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 of 950 Rewards Points have been added to your account.  This amount equates to 1 free rental day.  We hope you will use these on a future rental and allow us the opportunity to regain your confidence in Hertz.
  
  Thank you for contacting us.

  Customer Answer

  Date: 08/10/2023

   
  Complaint: 20434226
  
  I am rejecting this response because: I am unable to complete the experience I have had with this business.  I will NEVER rent from them again so a credit is useless to me.  I had to drive to ******************** stand in line for almost 45 minutes before talking to someone, during this period was told they are out of cars meaning what I had hoped would not happen is slowly becoming a reality.  The agent I talked to at the airport was very pleasant and insistent that they would find the car that I had reserved.  I had to drive back to the return lot, wait in line another 20 minutes while they went back and forth if they could give me the last tesla they had.  In the end they did but again did not make it back home until almost 11pm.  While I thought this was the end of my headache it was not.  During the drive the tesla's battery lasted no longer that 1 hour and 30 minutes.  Meaning I had to stop and charge the car between ***** minutes each time.  This added over 4 hours to my drive.  I spent 2 days trying to talk to someone about how I could get this resolved as I needed to get home somehow.  I was placed on hold for over 1 hour for one of the phone calls, hung up on, and told there was absolutely nothing they could do and that I would need to spend another $390.00 to drop off the car and take a family member's car (more reliable) back home.  I was not willing to put any more of my trust into this company as it had already ruined a good chunk of my vacation.  This has to be the worst customer service I have ever experienced, and I am offended.  I was treated like nothing mattered and that it was an "oh well" situation, no one could give me a straight answer and it was not from lack of trying.  I have rented from other competitors many of time and thought I would give Hertz a try but I was terribly disappointed.   
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 08/15/2023

  BBB Case number:  20434226
  Res ID or RA #:  428532930
  
  This is in response to ***************************,
  
  We sincerely apologize again for the inconvenience experienced.  Please note, we did not locate an Emergency Roadside report for this vehicle.  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.

  As an additional gesture of our concern, a credit for one half of the one way fee ($212.00) is being processed to your MasterCard account.
  
  Thank you again for contacting us.

  
  

  Customer Answer

  Date: 08/17/2023

   
  Complaint: 20434226
  
  I am rejecting this response because:  That was NEVER told to me when I called the multiple times, otherwise I would have done that!  Again instead of telling me anything to help me when asked multiple times in multiple different ways I was hung up, put on hold for over an hour, and told there was absolutely nothing else I could do.  Also, with the multiple calls I made it seemed like NOT one of them were noted or anything.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 08/22/2023

  BBB Case number:20434226
  
  Res ID or RA #:*********
  
  This is in response to ***************************,
  
  Our aim is to exceed customers expectations and quite clearly we have fallen short of that standard on this occasion.  As a gesture of our concern, an additional credit of $328.80 is being issued to the MasterCard account ending in 2919.  This represents the remaining portion of the drop fee and two rental days.  Please allow 5 to 7 business days for this credit to post to the account.
  
  Thank you for contacting us.

  Customer Answer

  Date: 08/22/2023

   
  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:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a car there and was scammed out of ******. I parked the car at the airport at 3am because my flight was at 5:30 am. I dropped the key in the drop box as directed and caught the shuttle to my terminal. I get a receipt stating that I kept the car until 6. I was already home and in bed by 6pm. Now they are giving me the run around about my refund. I do no recommend this place to anybody. Run Run RunI was also unaware of the $500 fee for using a debit card to rent.

  Business Response

  Date: 08/10/2023

  BBB Case number:  20434128
  Res ID or RA #:  521630583
  
  This is in response to ***********************************,
  
  We sincerely apologize for the billing error.  A credit of $346.29 is being processed to the **** account billed.  The remaining balance of $57.43 represents the applicable fees and tax not included in the voucher.
  
  Thank you for contacting us.

• Initial Complaint

  Date:08/07/2023

  Type:Customer Service 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.

  This is my second complaint, as their most recent fraudulent charges made me check the last time I rented with them and found they did the same thing before. On May 01, 2023, I rented a car until May 12, 2023. The rental agreement # is *********. I never agreed to any additional charges and yet I was charged for the damage waiver and road side assistance, that I never was made aware of or actually agreed to. It is so predatory to automatically opt customers into additional charges that they MUST AGREE TO, when they are not agreed to.The fact that this has happened on two separate occasions to me shows that this is a common practice by this Hertz and that Im not the first person they have done this too. This behavior is unethical, predatory, and negatively affects Hertz brand equity. As a Presidents Circle member, without resolution, I will choose another company to be loyal to.

  Business Response

  Date: 08/10/2023

  BBB Case number:  20433797
  Res ID or RA #:  190232641
  
  This is in response to *******************************,
  
  Based on your prior inquiry and our previous reply, we have reviewed your prior rental 522716854.  I have processed a credit of $324.96 to this rental record.  As requested, in the future please review the rental agreement prior to signing to ensure only the agreed upon charges are referenced.

  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 area Hertz management.
  
  Thank you again for contacting us.

  Customer Answer

  Date: 08/12/2023

   
  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.

  I rented a car on 08/04/2023 from this location. During the check in, I was asked, with no other context, standard or premium package?. I asked What is that? Are there additional charges? To which the employee said, additional charges? Oh, the only one is the additional driver. Which we clarified would not be charged because I have Presidents Circle status that allows free drivers.That was the only conversation that was had before she told my husband and I to sign our rental agreement. We were not actually shown the screen or the agreement, just told to sign in the box.I returned my car today to find that I was charged LDW at ***** a day, LIS at ***** a day, and PREM ** SVC at **** a day. All of these charges are indicated as accepted on the receipt. I never accepted any of these additional charges.When I confronted them with the receipt about the charges, I was told that because they already closed it out, that it was out of their hands and I needed to call Hertz Billing. When I called Hertz Billing, I was told that that was a lie, and the location has direct power to refund me for these charges that were never accepted.These practices are incredibly predatory, especially because they tell you they will email you a receipt and they dont. I was only made aware of these additional charges because I asked for a printed receipt.Other reviews on ****** reflect that these predatory practices are common at this location.

  Business Response

  Date: 08/10/2023

  BBB Case number:  20433661
  Res ID or RA #:  522716854
  
  This is in response to *********************************,
  
  We apologize for any misunderstanding regarding the optional services offered at the time of rental.  I am removing these services and a credit of $171.54 is being processed to your **************** account.  For future reference, please review the rental agreement prior to signing to ensure only the agreed charges are referenced.

  Thank you for contacting us.

  Customer Answer

  Date: 08/12/2023

   
  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 also suggest requiring locations to have outward, customer-facing screens so that contracts may be actually reviewed prior to signing. Viewing the contract was not an option, so the additional charges were added without me being aware of them.
  
  Sincerely,
  
  *********************************

• 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.

  I reserved a vehicle at a specific location and they did not have it. I was told to call back in the afternoon to see what would be available. Ended up with a dodge challenger. In route to ***** the back tire went flat. I have the insurance so Im not worried. Only to find out that I needed premium to get the car towed. Theres no spare tire. To avoid paying $160 for a 19 mile tow I called my own insurance company and got the car towed to hertz *********************** location. They dont have any cars available so they were planning to plug the tire and send us on our way. That plan failed because according to the guy in the shop they cant get any overtime so they have no one there to do the repair on the tire. Very unprofessional might I add. So now, I end up with a Camry. Which is not the car I reserved. This was my wifes 20th year class reunion and we missed the entire event due to this tire. I was told to try and switch the car out at the *** airport. I made it to that airport at 1:00 am. I was told to come back in the morning between 7-8 because thats when all the cars would be processed. Still no cars available. I ended up picking out a pick up truck. No one never told me to not return the Camry. So now the car has been scanned back in and cant be swapped? I spent 2 hours in that place and still had to pay more money because this was like a whole new agreement. None of this was my fault but I was inconvenienced the entire time. I was told to return the truck back at the airport in ******* because my original pick up location was not open on Sundays. The manager (J.J.) *** advised me that she would be refunding me for the one day rental. When I returned the truck and made it home I then found out that I was charged again. Called customer service and was told that I had 3 agreements still open. Somebody please reach out to me and explain this. To say I would never patronize your establishment again would be an understatement! This was a disaster.

  Business Response

  Date: 08/17/2023

  BBB Case number:  20432555
  Res ID or RA #:  *********
  
  This is in response to ***********************,
  
  We sincerely apologize for the inconvenience experienced.  I have verified charge and point adjustments have been made by our **************** team.  A credit of $142.65 was processed to your credit card ending in **** for rental agreement *********, a credit of $246.12 was processed to your account ending in **** for rental agreement *********, and points totaling **** were processed back to your Rewards account.
  
  Thank you for contacting us.
  

  Customer Answer

  Date: 08/18/2023

   
  Complaint: 20432555
  
  I am rejecting this response because:
  
  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.

  I picked up a rental from the **********, ******** location during my lunch hour. I was planning to travel to ********* with my small grandchildren to pick up my parents for a wedding that was being held in ********. On my way back to work I noticed that there was a some type of firearm in the vehicle. I called the Hertz facility and stated that fact. It was close to two hours before a Hertz personnel showed up at my place of employment. Law enforcement came as well. I had to leave my workstation to go outside to make a statement. Law enforcement removed the loaded gun that didn't have the clip engaged. Law enforcement checked the entire vehicle .The vehicle that had the loaded weapon in it was taken back to the Hertz facility. Later in the evening I was brought another vehicle. The vehicle smelled like smoke. I contacted the Hertz personnel and was told they will discount ***** for the inconvenience of the smoke.I don't feel like I should have to pay the entire cost of my rental. The stress of what could have happened had I not looked in that compartment at the time that I did. There shouldn't have never been a loaded firearm left in a rental vehicle in the first place. The firearm could have easily gone off if my grandchildren would have opened the compartment where it was laying; or I could have have been arrested for having a loaded handgun in a vehicle without a permit. There are countless negative possibilities that could have occurred. Rental agreement number:528916231 $1332.02 for the rental.Reservation ID ********************************** Date: 4/19/22 - 4/28/22 Pick up location: Telegraph Road HLE Hertz Customer Case #******************************** offered me a $***** towards a future rental. However, I don't believe that's sufficient. I didn't accept their offer.Lastly, I didn't know I had other options to complain. A friend of mine suggested I file a complaint with your organization.

  Business Response

  Date: 08/10/2023

  BBB Case number: 20432415
  
  Res ID or RA #: *********
  
  This is in response to *****************************,
  
  All Hertz vehicles should be properly cleaned, serviced, and in good mechanical condition before being released for rental.  We apologize that the gun was not found prior to the car being rented.  We can certainly understand your concerns.  While there are many possibilities and what if's we must be thankful that nothing happened.  We are not able to make refund decisions on "what might have happened".  
  
  While we agree an goodwill gesture is due, we do not feel a full refund is warranted.  We will offer a credit of $250.00.  Since the rental took place in April 2022, we no longer have access to your credit card information.
  
  In order to process this credit, 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 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.

  I filled a complaint, BBB Case number:20381220. Received a response from BBB that Hertz would reimburse me for the difference of what I had to pay to rent a car at their sister company dollar. I just needed to provide a CC# and expiration date. I closed this case with BBB as satisfactory result. I was notified by Hertz yesterday that they were NOT going to reimburse me. This original case should not have been closed as satisfactory and I don't understand how Hertz can communicate to the BBB that they would resolve and then contact me that they are not. I am attaching my communication to Hertz from this morning, the copy of the second email for refund, the original reservation, and the invoice of what we paid for a car as a result of Hertz not honoring or keeping our reservation.

  Business Response

  Date: 08/09/2023

  BBB Case number:20432998
  
  Res ID or RA #: ***********
  
  This is in response to *************************,
  
  I apologize for any misunderstanding regarding the credit promised.  Regrettably, the e-mail with the credit card details did not come to the correct person which caused the confusion.
  
  A credit of $864.27 is being issued to the **** account ending in 4536.  This represents the difference in the rental cost paid to Dollar.  Please allow 5 to 7 business days for this credit to post to the account.
  
  Thank you for contacting us.

• 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.

  On July 31st I reserved a pick up truck at your *******, ** (Highland Dr) location confirmation K5703173171 for 8/7/2023 at 9:00am. On 8/7/2023 before leaving home I decided to call before I went to the location to make sure the pick up truck was at the facility. I spoke w/ **** at the local office who advised me that she didn't have a pick up truck and that location has not had one in a while. I advised her that I had placed the reservation a week ago and was it the policy not to inform me that the vehicle is not available when would I be informed. I leave to drop my daughters off at college TODAY. **** didn't care and I am stuck trying to figure it out. Even called the customer service line who advised that there was no upper management to help assist me. Clearly customer service is outsourced and they are afraid to have any escalated calls be given to the proper department or person the customer services reps(I called 2xs ) declined transferring me to management and told me to call the local branch back and at the time they were not answering the phone anymore.

  Business Response

  Date: 08/09/2023

  BBB Case number:20432782
  
  Res ID or RA #: ***********
  
  This is in response to ***************************,
  
  Please accept my deepest apologies. I can certainly understand the frustration when the reserved vehicle is not available.  Our representatives certainly should have notified ************** when the pick up was booked that their office would not be able to provide it.  Please be assured the feedback provided is being taken seriously. 
  
  As a gesture of our concern, a $75.00 **************** certificate is being mailed to ***************  It is valid until December 31, 2023 and can be used at any participating Hertz locations.
  
  Thank you for contacting us.

• 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.

  rental agreement: *********. I scheduled through Southwest; Reservation K43443603C6 with Thrifty/Hertz 3/25-3/29 for a Family vacation to ************. Within 15 mins of leaving the Airport Thrifty the car malfunctioned, de-accelerated and stalled out on a busy highway with my children in the car. The car powered off. I immediately called roadside assistance. After receiving word from a rep that they would send a towtruck for the car but would not pay for an uber for my family. We had not even reached our hotel so i asked if we could be taken ******************* to receive another car and was told NO THAT they didnt have ANY avail! I had to get a $40Uber AND secure transportation for the remainder of our VACATION which was approx $700! They are sending me $515.56 BILLS! Stating i rented the car for 3 days at ***** which is a LIE. And NOW THEY HAVE SUBMITTED a bill for COLLECTIONS w/ ********************** ref SD3312. Form submitted to Hertz/Thrifty on 4/14/2023 Confirmation Number: k43443603C6 Pickup: ***** ** - tpa Message: the car broke down within 15 mins. of pickup from the airport location. They sent a tow truck to pick up the car after over a 2 hour wait BUT would not send an UBER to pick us up off the side of the road! They were concerned with the property NOT the passengers. I was charged for the vehicle. HORRIBLE EXPERIENCE. Email to Thrifty on 7/24: I am now receiving bills from hertz. I will contact the BBB for this faulty vehicle that could have killed my children. We did not keep the car, nor are we paying an outstanding balance to a collection agency when I immediately called roadside to have it picked up. The car broke down on a busy Main St at 55 +mph. ********* RR Confirmation #***** I want this pulled back from the collection agency and the account settled to $0. This has been the worst experience and shame on you all. 7/26 response from ********************* Case # ******** was an ***************** advised me to contact Collections.

  Business Response

  Date: 08/09/2023

  BBB Case number:20432642
  
  Res ID or RA #: *********
  
  This is in response to *****************************,
  
  All Thrifty vehicles should be properly cleaned, serviced, and in good mechanical condition before being released for rental.  We apologize 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. 

  Our records show the $515.56 balance was cleared from collection on July 25.  This means the collection case was closed.

  As a gesture of our concern, a credit of $184.44 is being issued to the **** account ending in 6512.  This represents the difference in the rental cost and the amount paid for Uber fare.  Please allow 5 to 7 business days for this credit to post to the account.
  
  Thank you for contacting us.