Business Profile

Auto Rentals and Leasing

Hertz

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Important information

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

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

Complaints

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

Customer Complaints Summary

7,199 total complaints in the last 3 years.
1,722 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:08/03/2023
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I rented a car from Hertz and when I did the online rental, I elected for no insurance. I paid the down payment and had to pay the remainder when I picked up the car. Upon getting to the rental place (************** Airport) I was told there would be a $200 security deposit (refundable) and I also elected to pay for charging upon return and the toll fee. However, upon returning the car and not seeing a refund back, I called Hertz and found out that the person at the counter had charged me insurance without asking me. I asked for a refund of this, as I had declined insurance and they said that they processed it and I should see it in 5-7 business days. After two weeks, I still saw no change so I called back and the person I spoke with said that a supervisor had flagged this and said not to do this. This person then spoke with her supervisor and assured me that they had received permission to refund the insurance and that I would see this in 5-7 business days. It has been 9 business days since this and I still havent received anything. I have attached the reservation confirmation for proof that I should have only been billed a total of $233 and I was billed $496.
Business Response
Date: 08/04/2023
BBB Case number:20416453

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

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

Our records show the Loss Damage Waiver and ******************* Supplement were refunded on August 3 after the customer called our **************** team. A credit of $177.03 is being processed to the **************** ending in 2003. Please allow 5 to 7 business days for this credit to post to the account.

Thank you for contacting us.
Initial Complaint
Date:08/03/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was renting a car from Hertz car rental in ******* ***********. I rented a Tesla for about 3 months from May to the end of july. It was $380 per week and I drive for Uber to a program that they have with hertz. They have something called recontracting that you can do which means you have to pay $580 which is a $200 refundable deposit. I was late about 9 days in extending the rental and whenever that happens you have to either pay the late fees or re-contracting they charge you later. I've done this before. I recontracted with them and then they end up charging me $1, 400 plus more dollars. I was under the assumption because the receipt said that I paid for 3 weeks that they had just taken a month's worth of rent for me all in one swoop along with any fees that I may have not paid. But that was not the case the next week they were asking me for $600 something dollars instead of the 380 as if I wasn't in the contract to pay $380 anymore. When I contacted it hurts through ******* because I couldn't get through to them in any other way, they said that according to them I had already returned the car. I was already still in possession of the car. Then I got a receipt as recent as the 25th saying that I paid for another week and that there was an electronic return receipt. The next day or so they repoed the car. The reasons being that they didn't have a reason or understanding on why I still had the car and it wasn't extended. Though I paid for it to be extended. I was basically got charged but my contract was not extended. I did not get what I paid for. I emailed them I called whoever I could call and I've gotten no response it's been about 4 days.
Business Response
Date: 08/04/2023
BBB Case number:20414518

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

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

We have reviewed all of the charges billed to ************ during his May to July rentals under the Uber driver program. On two of the rentals, ********* and ********* the Tesla Supercharging Fee rebilled were applied.

The Tesla Supercharing rebill is when the renter use the Tesla recharge stations. It took awhile for the systems to connect so the recharge fees are for multiple rentals. Below is the Electric Vehicle Rental Terms which the customer agreed to at the time of rent:
Electric Vehicle Rental ************************************* Vehicle Rental Terms (Rental Terms) are between The Hertz Corporation (Hertz or us) and You and apply to a rental of an electric vehicle (**) from Hertz. An ** is defined as a vehicle that exclusively uses battery power rather than gasoline or diesel fuel. These Electric Vehicle Rental Terms are in addition to the Terms and Conditions of the Rental Agreement applicable to your rental.
** CHARGE L**EL AT PICK-UP AND RETURN Hertz will endeavor to provide the ** at time of vehicle pick-up with a battery charge of 80%. You are required to return the ** with a minimum charge of 10%. You are responsible to maintain a sufficient charge on the ** during your rental. You will be responsible for the cost of any tow if the ** is not drivable due to a low battery. You are not authorized to call a private tow on Hertz behalf. All tows of the ** must be by flatbed and must be arranged through Hertz Emergency Roadside Assistance. If the ** is overdue for return Hertz may remotely disable and recover the **.
RANGE Range is the estimated distance an ** can travel on a single charge. The ** information provided with your reservation that describes a range is not guaranteed. The battery life of the ** is impacted by a number of factors including weather, driving and road conditions. It is your responsibility to ensure the ** has sufficient remaining battery life to return the ** to Hertz or reach an ** charging station.
CHARGING DURING RENTAL Subject to Teslas terms and conditions, Tesla **s are able to access Tesla Superchargers to recharge the **. If You use a Tesla Supercharger to recharge the ** during your rental, that cost will be billed back to Hertz and added to your rental charges. These charges may not appear on the final invoice and may be added later due to processing time. Battery charging limit on a Tesla should be set at 90% maximum. You may recharge the ** at other public or
private charging locations at your own cost. You may also have to register and incur a fee at certain of these locations. You are responsible for any registration (including accepting terms and conditions and privacy policy) and any fees. If You do not move the ** promptly from the charging stall when it is finished charging You may incur an Idle fee for the time the ** remains in a charging stall after it is finished charging. You are responsible for and will indemnify Hertz for any Idle or similar fee incurred when the ** is on rent to You. If the ** is overdue for return Hertz reserves the right to remotely disable the ** and remove the ** from the charging platform. If You rent a Tesla and are overdue to return, your access to the Tesla Superchargers will be removed.
CHARGE PURCHASE OPTION (***)/** BATTERY RECHARGE FEE/UNDERCHARGE BATTERY FEE With the purchase of the optional Charge Purchase Option (***) for a fee of $35.00 at the time of rental, you can return the ** at any charge level above 10%. If You return the ** at the same charge level as at the time of rent, the *** charge will be removed. If You do not elect to purchase the optional *** and You return the ** with a charge level less than 70% You will be assessed an ** Battery Recharge fee of $35.00 unless the charge level at time of rental was less than 75%. If the ** is rented at with a charge level of less than 75% no ** Battery Recharge fee will apply at return. If You return the ** with a charge level less than 10% an Undercharge Battery fee of $25.00 will apply in addition to any applicable ** Battery Recharge fee.
DAMAGE TO CHARGING STATIONS You are responsible for any damage to the **, the charging station equipment or the charging location when charging the ** during your rental. You will indemnify Hertz for any charges, fines, or penalties You incur for any damage or loss to the **, the charging station or location during your rental.
EQUIPMENT The ** will be provided to You with certain equipment for which You are responsible. You are responsible to notify Hertz if any of the following equipment is not with the ** at the time of pick up. Otherwise, you will be charged for any missing equipment at return. Loss Damage Waiver (LDW) does not apply to damage or loss of the equipment provided with the **.
Key card or fob You are responsible to return the Key card or Key fob upon your rental return. If the Key card or fob is damaged or lost, you will be charged to replace the Key Card or fob and a service fee. The Key card or Key fob must only be used to charge the ** You have rented. Sharing the Key card or Key fob, using additional Key cards or Key fobs to charge the **, or charging other vehicles is prohibited. Any misuse of the Key card or Key fob in breach of these Rental Terms will result in additional usage charges.
Tesla Charging Kit The Tesla Charging Kit consists of 1 Mobile Connector; 1 Storage Bag; and 1 NEMA **** Adapter. You are responsible to return all contents of the Charging Kit upon your rental return. If the Charging Kit, or any part of the contents are damaged or lost, you will be charged for a complete Charging Kit, as these items are not available to be replaced individually, and a service fee.
J1772 Adapter You are responsible to return the J1772 Adapter on your rental return. If this Adapter is damaged or lost, you will be charged to replace the Adapter and a service fee.
DASH CAM AND PERSONAL DATA The ** may be equipped with a Dash Cam which may record incidents involving the ** during your rental and may be used by Hertz. You are responsible at return to delete all personal data input by You or collected by the ** during your rental. Please note, the ** may still retain recordings if the ** is involved in an accident.

Thank you for contacting us.
Customer Answer
Date: 08/04/2023

Complaint: 20414518

I am rejecting this response because: I uploaded the letter from Hertz stating that they see that I was not extended for my Uber contract though I paid for it. This response I just got from the only states that they charged me for electronic charging. I already know that. My problem is that I paid also for the extension of my contract, but did not get it which then resulted in the repossession of the car.

Sincerely,

*********************
Business Response
Date: 08/14/2023
BBB Case number: 20414518
Res ID or RA #:

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

We apologize for any misunderstanding regarding the billing received. Following is a break down of each billing.
5/4 through 5/11 380.34
5/11 through 5/23 1604.23 (including charging fees)
5/23 through 5/30 380.34
5/30 through 6/12 758.53
6/12 through 6/19 380.34
6/19 through 7/6 ******* (including charging fees)
7/6 through 7/13 380.34
violation fee 129.95
violation fee 467.82
American Traffic Solutions (ATS)Processing Services as they are responsible for the administration of traffic and toll violations. You may contact ATS directly at ********************************************* or by phone at **************
We hope this clarifies the billing received. Thank you again for contacting us.

Customer Answer
Date: 08/14/2023

Complaint: 20414518

I am rejecting this response because: I paid for all of these charges, but the car still got repossessed. So therefore I'm owed the car back without having to pay for it and some money. I lost a lot of time waiting for them to fix this. I feel I am owed at least a couple of weeks of rent for free. they say it's against the policy but I feel this is highly deserved being that I paid all these fees and still got my car taken.

Sincerely,

*********************
Business Response
Date: 09/07/2023
BBB Case number: 20414518
Res ID or RA #: *********/371404482/382575664/406278456

This is in response to *********************,
I have confirmed our records show all rental charges have been paid. However, the vehicle was repossessed and the customer was placed on permanent suspension with Hertz because he was overdue with the Hertz rental vehicle in multiple instances. The customer's ********************** priviledges with Hertz cannot be reinstated.
Thank you for contacting us.
Customer Answer
Date: 09/07/2023

Complaint: 20414518

I am rejecting this response because: the only reason it was overdue is because of Hertz being unclear in the charges. Furthermore, I was just told my privileges were reinstated. I talked to someone in Hertz personally. Here's his number.
***************

Sincerely,

*********************
Business Response
Date: 09/12/2023
BBB Case number:20414518

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

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

I have confirmed with our Rental Suspensions team that **************** rental privilege's have not been reinstated. He can contact Rental ***************** at ************.

Thank you for contacting us.
Customer Answer
Date: 09/12/2023

Complaint: 20414518

I am rejecting this response because: Hertz is a scam and I'm getting an attorney.

Sincerely,

*********************
Initial Complaint
Date:08/02/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 6/8/2023 we pre-paid $404.68 for a rental car at Hertz to span the dates of 6/26-6/29/2023. The day we were supposed to pick up the car, we received an email stating that the charge would be $******* even though we had already paid for the car. My partner, who originally put the pre-pay on his credit card, was unable to travel to ****** on 6/26 due to a significant health issue, though I was able to travel and pick up the car. I was not allowed to pick up the car because it was in his name, and was told he needed to call and transfer the car to me. In this process, they charged my credit card ******* even though the representative repeatedly told my partner that they would charge me the pre-pay price.I worked with two supervisors who were onsite on 6/26, returned to follow-up on 6/27, and again discussed it with them on 6/29 as we were leaving ******. Both agreed that the charge was in error, and they stated they would work with the company to have me reimbursed $1046.96 (the new charge minus the pre-pay). I followed up with the onsite staff via email on 6/30, 7/12, and 8/2. They did not respond to my last two emails.The rental record number is: *********. Onsite supervisor names and email addresses are in the attached email string.
Business Response
Date: 08/03/2023
BBB Case number: 20415172
RA #: 400948914

This is in response to *************************,
We sincerely apologize for the delay in processing the refund for the overcharge on your June 26 rental. We have submitted a $1046.28 refund to your Discover ending ****. 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. We value your business and hope that we will be able to serve you in the future.

Customer Answer
Date: 08/03/2023

Better Business Bureau:

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

Sincerely,

*************************
Initial Complaint
Date:08/02/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I rented a car from 7/17/23 to 7/19/23 with the rate if ***** per day. I also only agreed to the additional charge of ***** per day toll tag activation on the vehicle. I was charged almost double the amount I should of been charged because the employee up front signed my up for three extra charges without my knowledge or consent. This is LDW coverage at ***** per day, LIS coverage at ***** per day, and premium road side service at **** per day. This totals to $167.46 before taxes that I did not authorize. What has come to my attention is this employee at this location is known for this behavior. It is all over ****** that she signs you up without knowledge and consent. The manager and corporate refuse to refund even with proof of her wrong doing. This is disgusting business practice.
Business Response
Date: 08/03/2023
BBB Case number: 20414656

This is in response to *************************,
Unfortunately, I was unable to locate the rental/reservation in question under your name or rental dates. In order to review this matter further, please provide the 9 digit rental agreement number or the 11 digit reservation confirmation number.
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: 08/03/2023
You cant find it under my name because your incompetent employee cant follow the spelling on my drivers license or listen to me when I spelt it out TWICE.
My RR number is 422367352
Business Response
Date: 08/07/2023
BBB Case number: 20414656
RA #: 422367352

This is in response to *************************,
Thank you for your reply.
Based on your correspondence, I have decided to issue a refund for the Loss Damage ******* ******************* Supplement and ************************ charges. A credit of $184.14 has been issued to the account billed. The adjustment is being made at this time, but may not appear on the next monthly statement due to billing cut-off dates. I am sorry this situation occurred and I appreciate the opportunity to take corrective action on your behalf.
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: 08/09/2023

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. Though it should of never made it this far and to involve the BBB to have your employees do what is right. After 30 calendar days if I do not have the refund I will be filing another complaint and may even pursue legal action.

Sincerely,

*************************
Initial Complaint
Date:08/02/2023
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 number: ********* Invoice date: 7/23/2023 Rental period: 7/19 to 7/23 Location: ******* *** Airport Hertz Rental Center I rented a manager's special vehicle with Hertz for a personal trip in *******. Upon receiving the vehicle (which took more than half an hour as the associate was looking for a vehicle with adequate charge) I noted that the vehicle was barely over half a tank of charge. The associate let me know that as long as I return the vehicle with the same amount of charge I will not be assessed an additional charging fee. I also made sure to tell the associate at the booth when leaving the rental center and she stated the same - "just return the car with at least the same amount of charge and you'll be fine".Despite returning the car with more charge than when the car was received (roughly 160 miles of range vs. 140 miles of range), I was still charged an EV charging fee of $35 plus an undercharge fee of $25 (plus applicable taxes). I reached out to customer support and had to wait over a week to receive a response and they had only refunded the $25 charge (plus taxes).I would like the remaining charging fee (plus taxes) to be refunded as well.
Business Response
Date: 08/21/2023
BBB Case number:20413940

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

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

We regret any misunderstanding regarding the ** fees billed. Our records show the ** charge fee and undercharge fee were both refunded on August 3. However, they were both refunded at $25.00 instead of one at $25.00 and the other at $35.00. Therefore, an additional credit of $5.76 is being issued to the **************** account ending in 4001. 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

Complaint: 20413940

I appreciate the recognition of the error. However, I am rejecting the response because the difference between $25 and $35 is $10, not $5 and some change.
Please refund the full difference of $10 and applicable taxes.

Sincerely,
******************************
Business Response
Date: 08/25/2023
BBB Case number: 20413940
RA #: 423760901

This is in response to ******************************,
In review of our records, you were initially billed a total of $63.26 for the Undercharge Batter Fee and EV Battery Charge. Refunds of $28.75 on August 2 and $28.75 on August 3 were issued to your account. We then refunded the remaining balance of $5.76 on August 21. A copy of the updated invoice is attached for your review. No additional refund is warranted.
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: 08/28/2023

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.

Sincerely,

******************************
Initial Complaint
Date:08/02/2023
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 returned my car rental July 21st at 2pm. The office had a note on the door that said "we will be back soon" I used the key drop off box. I called 20 minutes later to confirm they received the key, ***** said yes they received the key, I asked if I needed to come back to sign anything She said no I was all set. They charged me $222.33 because they report my car was not returned until August 1st. Online reviews show this has happened on more than one occasion at this specific location. I called the hertz corporation number, they will "try to resolve the dispute". I took a picture of the key in the box, I have a witness that can confirm they saw me leave the car at their location, I have a phone call placed the same day and time. There was no damage, the car was as clean as i received it. They lied on the paperwork. They've done this to others before.
Business Response
Date: 08/03/2023
BBB Case number: 20413909
Res ID or RA #: H25550604

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

We sincerely apologize for the billing error. A credit for the additional billing of $222.33 is being processed to your MasterCard account.

Thank you for contacting us.
Customer Answer
Date: 08/24/2023

Complaint: 20413909

I am rejecting this response because:

I thought I received my reimbursement, turns out that Positive transaction was from my bank. After the banks investigation turned out "no error" they took the $222.33 back. I never received a payment from Hertz

Sincerely,

*****************************
Business Response
Date: 08/29/2023
BBB Case number:20413909

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

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

We regret any confusion regarding the $222.33 credit issued. Our records show this credit was processed on August 7 to the MasterCard ending in ****. From the screenshot provided of the account, it appears she disputed the charge and the bank provided a provisional credit while they investigated the dispute. They then received the credit from Hertz and reapplied their provisional credit since it was a duplicate credit. She will need to contact her bank regarding the credit Hertz issued.

Thank you for contacting us.
Customer Answer
Date: 09/08/2023

Better Business Bureau:

The issue with the bank and hertz is resolved

Sincerely,

*****************************
Initial Complaint
Date:08/02/2023
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.
Claim# ******** on 6/24/23 a hertz customer hit my new car and put a dent and chipped the paint. I have called daily for an adjuster with no response. I paid to have my car fixed and need refunded. I have an appointment on 8/3/23 for repairs so far it is $100 in damage.
Business Response
Date: 08/03/2023
BBB Case number:20413142

Res ID or RA #: NA

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

Regrettably, we do not handle damage claims in this office. I have forwarded this to our claims team and they will contact ****************** directly. The claims team can be contacted at ************************************************** or by calling ************.

Thank you for contacting us.
Initial Complaint
Date:08/02/2023
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.
My husband booked a rental car through Hertz for a family vacation to ******* He prepaid for the rental when he booked it - the cost was around $400. I didn't know that he prepaid for the car and I was the one to pick up the rental at the airport (my husband drove to ******* a couple of days prior to me arriving, so he wasn't with me when I picked up the car). My flight arrived in ******* late on April 4th - around 11pm. When I arrived at the rental counter at the airport, there was a long line of other customers - both in front of me and behind me. During the check-in process, the female representative asked me if I wanted to purchase additional insurance coverage. I told her NO, that my personal insurance offers insurance in case of a rental issue. She did not mention any other "extras" and proceeded to tell me that they would be putting a "hold" on my credit card as security deposit in case there was an issue. It was very late, and I was very aware of the long line. I was anxious to get on my way, so when she prompted me to sign the agreement, I signed without doing a thorough review. She mentioned that amount that would be held, and I assumed that included the actual rental fee (since I didn't know my husband prepaid). She didn't mention that he prepaid, so the amount that she quoted would be held on my credit card didn't alarm me since I thought it included the rental amount. When I arrived at the hotel, I mentioned the cost of the rental car to my husband and he then told me he prepaid, so it was then that I realized the amount that was put on my card sounded wrong. I looked at the rental agreement on my phone and saw that I was charged for three different "extra" coverages (Loss Damage Waiver, LIS, Premium Road Svc) that all reflected on the agreement as "ACCEPTED". I immediately knew that I was being mischarged. I contacted Hertz but they are unwilling to refund the charges. I feel I was taken advantage of since it was late and there was a long line.
Business Response
Date: 08/04/2023
BBB Case number:20066803

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

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

Our records show the optional services billed were refunded on May 17. The $539.55 credit was sent to the **** ending in 4735. After reviewing the remaining charge of $95.18, we found this was for the Airport Concession fee that was associated with the optional services. Therefore, an additional credit of $95.18 is being issued to the same **** account. Please allow 5 to 7 business days for this credit to post to the account.

Thank you for contacting us.
Customer Answer
Date: 08/09/2023

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:08/02/2023
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 #********* Rented a car from them. First one had 1 year expired tags so they replaced it, now new car has hybrid system malfunction and manager of store is saying it cant be replaced unless we pay $301 right now. He was extremely rude over the phone and invited me to come see him face to face for a talk. Insinuating we could fight. Corporate said thats not supposed to happen and Im supposed to go there and call them from store which Im doing now. I pay $1200 a month for this rental and to be tossed aside and put in a dangerous car is horrible. I have Uber complaints from passengers that were in the car when it malfunctioned. It happened twice with people in the car and once with only me. This is a horrible horrible thing and I keep getting passed around with no resolution. Im paid up and have all receipts and banking info to prove it as well as pictures from the car. Please help.
Business Response
Date: 08/03/2023
BBB Case number: 20413047
Res ID or RA #: *********

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

We sincerely regret the inconvenience you experienced during your rental. All vehicles are required to undergo strict maintenance and servicing procedures prior to being released for rental. Unfortunately, certain mechanical problems can occur unexpectedly. We regret that you encountered a problem and have been delayed or inconvenienced. Please be assured this matter will be brought to the attention of our maintenance personnel.
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 ************************** immediately to arrange for repair or exchange of the vehicle. ************ is provided with as little inconvenience as possible to our customers.

Thank you for contacting us.
Initial Complaint
Date:08/02/2023
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 mid sized vehicle via Hertz on July 26th 2023. I received a Jeep 4x4. On July 26th @ around 6:30-7:00pm the car broke down. My guest and I were left stranded in ********* ** for an hour in 115 degree weather. I called roadside assistance and they sent an uber out. When I arrived at the airport I proceeded to approach the counter to let the associate know about what had happened. She then printed out a receipt with a $37 fee. I asked her what was that for? Her reply was because you didn't bring the car back on full. First off I had just got the car the same day and only used probably not even a 1/4 tank of gas. Second off, I don't know how I could fill up a tank if the car won't move? I explained this to the young girl at the counter. She proceeded to argue with me and tell me how I was going to pay for the gas regardless because it's company policy. I then asked to speak with management. A lady by the name *************************** came down. I explained to her what the girl was implying. She stated that I wouldn't have to pay for gas. She then took me outside to find another vehicle. The first car she brought out was not in the same class that I purchased so I declined the car. She then went to find another vehicle and that as well wasn't up to par. I then asked for a refund because I wasn't satisfied with the service overall. She stated that I will have to call customer service which wasn't opened so I had to wait until the next day. She then found another vehicle which was a Jeep Cherokee which was a mid sized vehicle however there was pink writing all over the window. I asked if they could clean off the writing and she stated no and that it was the only midsized left. I wanted a refund, but it was nothing to be done at that point so I took the vehicle and left. I Rented the vehicle from July 26th-31st, but brought it back on July 30th. This rental company owes me regardless. I was charged for rental and gas. I am asking for a full refund. $242.93+$37.64
Business Response
Date: 08/21/2023
BBB Case number:20412115

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 for the inconvenience experienced. We always want to provide quality vehicles to our customers.

The reservation was prepaid for 5 days from July 26 at 08:00 until July 31 at 08:00. The actual rental was from July 26 at 09:31 until July 30 at 18:58. This time still constitutes a 5 day rental.

The mechanical problem occurred on July 26 and she received an exchange on July 26. Since she had access to the rental vehicle for the remaining 4 rental days, we are not able to offer a full refund.

A credit of $48.59 is being issued to the MasterCard account ending in 5650. This represents one prepaid day. Please allow 5 to 7 business days for this credit to post to the account.

Our records show a credit of $37.64 was issued on August 3 for the fuel.

Thank you for contacting us.
Customer Answer
Date: 08/23/2023

Complaint: 20412115

I am rejecting this response because:
Hertz rental are trying to not take responsibility for my entire experience. It's not about receiving a rental ln place of the broken car. The whole entire experience was horrible. As I stated in the complaint, I did try to receive a refund that night, however customer service was closed. The manager *************************** knew I was going to request a refund. She stated that I wouldn't be able to get one that night. I was forced to keep the vehicle that night at that point. My overall experience was not a good one. I explained to the manager that the car smelled and she agreed. Hertz rental dropped the ball and doesn't want to take responsibility for it. This is unacceptable for me. If I'm being honest, Hertz should have wanted to give me the refund for the inconvenience of being stranded alone. What if I was driving when the vehicle failed on me. I could have gotten into an accident, then we'll be having a totally different conversation. The fact that issuing a refund is so hard for Hertz, let's me know what you stand by as a company. I do not stand behind this company. I will never do business with Hertz rental again. I will also make sure that everyone I know, knows how you treat your consumers. I am totally disgusted with this company.

Sincerely,

*************************
Business Response
Date: 08/29/2023
BBB Case number:20412115

RA #:427631750

This is in response to *************************,
After a thorough review of this matter,we stand by our original decision. Although the resolution is not what you preferred, no additional action is warranted. We regret we are unable to fulfill your expectations in this instance.
Thank you for contacting us.

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