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:08/02/2023
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 vehicle from hertz at ******************* on July 23rd and returned it July 25th and never received my receipt and they started calling me a week after saying I needed to return the rental mind you I'm out of town in another hertz rental so it was kinda confusing as to which car they were talking about on top of that they've been charging my card 100 dollars everyday someone needs to figure this out I'm sure this is how people were being charged with stolen cars that they did not steal
Business Response
Date: 08/03/2023
BBB Case number: 20411452
Res ID or RA #: 425982970

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

We sincerely apologize for the delay in closing your rental. Attached is a copy of the final invoice for your records. 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.

Thank you for contacting us.
Initial Complaint
Date:08/02/2023
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 rented a car from hertz rent a car. I was quoted the rental total of ****** which included taxes and any fees. on the first day of rental I paid $585 which included a $200 deposit plus the amount of the weekly rental. Each week on tuesday I paid ****** which was collected by hertz. On 06/16/23 I returned the vehicle and all rental fees an d charges were paid and the rental was concluded. I have text messages as proof. On 6/20/23 Hertz charged my debit card $****** which was not a valid charge. I called hertz to ask why I had been charged and the rep gave back $75.00 back as a credit and explained I had been over charged. at that point she refused to give me my full ****** and said I should call my **** to dispute the charge. so I called **** of on 6/20/23 and attempted to dispute the charge. I was told by **** of America that the charges were valid and that the charge could not be disputed. in my opinion I cant understand how **** of America could tell me the charge was valid and they had not done any type of investigation on the charge. **** of America ultimately refused to help. I asked several times to speak with a supervisor and was treated very disrespectful and unfairly. My claim was not taken seriously and denied. After several calls to **** of America and speaking to two or three reps the claim put into the dispute status. On 6/26/23 I was charged the amount of $766.22 by hertz rental car for more unauthorized charges. I called *** and disputed this charge as I gave car back to hertz on 6/16/23 and paid all fees and charges which was owed. the dispute process with **** of America was not a valid process. I explain that the charges were unauthorized not valid. *** completed the dispute process by stating hertz sent them a copy of my authorization which was not my signature and the paperwork submitted to BOA during the process was not legible. *** Then charged the amounts back to my checking account on 7/31/23 stating the charges were valid and I owe the amounts charged. I feel *** did not investigate the matter thoroughly and it violated my rights for my account to be protected from theft and all unauthorized charges.
Business Response
Date: 08/03/2023
Complaint ID: ********
RR#: Unknown

We would like the opportunity to respond to your message, but we are having difficulties locating your rental record; please provide the following information: 1. Reservation confirmation number or rental agreement/record number. 2. Name of primary renter. 3. Beginning and ending dates of rental. 4. Location of rental. Once we have the updated information we will be glad to assist you.
Customer Answer
Date: 08/04/2023

Complaint: 20411210
1. rental agreement number is 37306198, K50421519D5
2. ****************************** ****************************;
***** ** 33637
3. 5/26/23 @ 8:53 am - 06/16/23@ 9:20 am
4. **********************************************************************************************;

Sincerely,
***************************
Business Response
Date: 08/07/2023
BBB Case number: 20411210

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

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

We regret any misunderstanding regarding the additional $146.50 charge. Our records show this fee is for the Telsa Supercharging Fee. This fee is for the Tesla Supercharge station used during the entire rental.

Thank you for contacting us.
Customer Answer
Date: 08/10/2023

Complaint: 20411210

I am rejecting this response because the information or response from **** is incorrect and doesnt pertain to the reasons of this complaint.
I stated in the original complaint I paid a weekly amount of $385.00, My initial payment was $585.00 for the first week plus deposit which I told the deposit would be used for the charging of car. I returned the car on 6/16/2023. Hertz charged me $531.81 on 6/20/23 after I had already returned rental which was a mistake because I paid for the rental car at the beginning of each week and should not have owed anything when vehicle was returned. The following week on 6/26/23 i was charged again which is a mistake for ******. Of these charges are incorrect. The amounts that were charged are incorrect and have overdrawn my **** of america checking account and I am seeking a full refund.
I can show proof of payments and amounts made to hertz
i can show text stating amounts I was supposed to be charged (estimate of rental)
I can show receipts and dates picked up the vehicle and returned it. r
Sincerely,

***************************
Business Response
Date: 08/16/2023
BBB Case number: 20411210
RA #: 373061986

This is in response to ***************************,
In review of our records, we are showing you were billed $385.31 on June 2, $385.30 on June 9 and $531.81 on June 16. The $531.81 charge on June 16 was for the weekly rental plus the Tesla rebill charges for the full 3 week rental period. A copy of all invoices and a screenshot of the ** charges are attached for your review. I was unable to locate the charge of $766.22 in our system, therefore, please provide a copy of the credit card statement showing the posted charge for further review.
I sincerely apologize for any misunderstanding regarding the credit authorization required at the time of rental. An authorization is required based on the estimated rental charges. The estimate of charges assumes that the customer is going to return the vehicle exactly as stated on the rental record at the time of rent.

To cover incidental charges, such as extra hour charges if the vehicle is returned late, we require credit approval over the total estimated rental charges. Approval for this additional amount cannot be waived. If authorization for the estimated amount cannot be obtained from the customer's charge card company, the ********************** will be denied.

When the car is returned, the authorization hold is released in our system. Depending on the credit card company, there may be a delay between the time the release request is sent and when the hold is released. The length of time this takes is not determined by Hertz. Since the card issuer is responsible for releasing authorization holds/funds back to their customers' accounts, we recommend you contact the card issuer directly.

Please note, once the authorization hold has been released from your account, it will not appear as a credit, it will just be removed from your statement and the funds will no longer be pending.
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: 08/24/2023

Complaint: 20411210

I am rejecting this response because:
I feel you still have not justified why I was billed 2 consecutive weeks after I returned rental vehicle. You still have not justified why Hertz took money from checking account fraudulently. I never authorized no did I consent to this fraudulent frivolous billing.
1, I rented a regular vehicle 2018 ****** Rogue on 05/02/23 rental record number ********* I returned the vehicle to hertz in ******* because the vehicle was unsafe, the vehicle was dirty and smelled very badly inside. it also had a brake issue. it was returned the next morning on 5/03/23. from your paperwork it states I was charged and upgrade fee of $100 which was not a valid charge. I paid $503.
2. on 5/03/23 i was switched out of the damage unsafe vehicle into the tesla
next week 05/0923 charged $411
between the dates of 05/09/23 and 05/16/23 my **** of america debit card was hacked.
3.i returned to ******* ** Hertz location and the manager said he would conclude the rental of the tesla and start a new contract. I paid $581.00
each week there after the rental was extended and the amounts were taken from my checking account.
4. on 6/16/23 I returned the vehicle I was told the desposit would be used for the ev charging etc.
5. on 06/20/23 I was charged $531.81 a week after I returned vehicle on 06/16/23.
6. on 6/27/23 I was charged again ****** two weeks after I returned the vehicle on 06/16/23
You stated in your response that the charge for $531.81 was for ev charging. Thats not a valid response as i had paid a deposit and never got my deposit back from the initial rental because the manager stated it would be used for ev charging.
I was also charge an upgrade fee of $100.00 because I did not want to rent a vehicle that was unsafe and barely operable
I have included screenshots of my **** account and messages to support my position. I feel this process is very lengthy and not moving toward a resolution. I am requesting the moderator/BBB administrator to advance this to the next level. After this response I will be filing a civil lawsuit in ***** ** hillsborough county as I have the necessary evidence to move forward in court.  I am also gonna file a complaint with Uber technologies as your company is supposed to be a savings for uber driver not phony fraud billing. THis type of business is a disservice to Uber and I feel Uber need to cut ties with Hertz. I am currently owed ******* and feel Hertz needs to return money and be held accountable for this type of illegal business conduct.
A complaint is also being filed against Hertz and **** of America the office the comptroller of currency the consumer Financial protection bureau this type of fraud.

Sincerely,

***************************
Customer Answer
Date: 09/08/2023
here are the attachments for my complaint. I tried to attach them to the system and received several error messages.
on these screenshots receipts and and bank screenshots. I called the the BBB's main number and was told to email them directly. As you can see here is all the communications with hertz and what I paid each week I paid in advance each week to extend. I don't feel hertz is being truthful or about the ev charging or any of the billing to my account. I found out from other sources, (Uber drivers) that this is an ongoing practice of incorrect or fraudulent billing by hertz.
Business Response
Date: 09/12/2023
BBB Case number:  20411210
Res ID or RA #:  373061986

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

An authorization is required at the time of rental based on the estimated rental charges. The rental charge is billed when the car is returned. A charge for the total amount is submitted to your credit card company and the authorization is released. Please note, once the authorization hold has been released from the account, it will not appear as a credit. It will just be removed from the statement and the funds will no longer appear as pending. Therefore, if you no longer see a pending transaction on their account from **********************, then the hold has been released. Following is a break down of your rental charges. These were billed in 2 separate rental agreements with 2 separate reservations.
Rental agreement 189316923/Reservation K4801664476/Billed to MC ending in 6464
5/2 through 5/9 333.16
5/9 through 5/16 ****** ($75.26 was removed)
5/16 through 5/26 766.22
Rental agreement 373061986/Reservation K50421519D5/Billed to MC ending in 7199
5/26 through 6/2 385.31
6//2 through 6/9 385.30
6/9 through 6/16 531.81

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

Customer Answer
Date: 09/17/2023

Complaint: 20411210

I am rejecting this response because:
The information that hertz is and has provided thus far on this complaint is false, dishonest and fraudulent. The response from hertz states that ****** was from 5/16-5/26 it was billed on 6/27/23 over 45 days later. Even if the charges were valid which they are not hertz should not have the ability to charge my debit card 45 days later. Also I showed on text messages from hertz that the payments for the weekly rentals are and was taken out each week on Tuesday or Thursday Not 45 days later. The information hertz provided is false. The rep responded on one of the previous responses that they had no idea why ****** was now all of sudden they can lie and submit false information.
at this time I am expressing that I do not wish to continue going back and forth with a company whose shown nothing but dishonesty and fraudulent billing practices. I wish for the moderator to take all information which has been presented and make a decision based on the information available. After this correspondence or response I will not debate the validity of the charges from hertz. At this time I am gonna file a civil lawsuit and recover my funds in that manner from hertz.
Sincerely,

***************************
Business Response
Date: 09/22/2023
BBB complaint: ********
RR# *********
This is in response to ***************************.
According to our records, you entered a contract with our Uber Program for a Tesla Model vehicle. As such you are responsible for utilizing the Super Charging stations during your rental period. Customers are rebilled for any supercharging stations utilized during the rental time frame. Therefore, the additional charges are correct, and a refund is not possible. Attached is a copy of the charges costs utilized, you may also review this information on Hertz. Con under rental receipts.
While I understand this is not the outcome you were anticipating; please know our decision is final and we consider this mater closed.
Thank you for contacting us.
Customer Answer
Date: 09/25/2023

Complaint: 20411210

I am rejecting this response because:
I feel the better business bureau did not thoroughly and fairly investigate the matters in the complaint. I feel I was not treated fairly in this investigation and because I had other issues with bbbs secretary and the process of the bbbs representative that I was not heard.
Sincerely,

***************************
Business Response
Date: 09/28/2023
BBB Case number:  20411210
Res ID or RA #:

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

After a thorough review of this matter, we stand by our previous correspondence. 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.
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 spoke with a customer service representative on August ******** about my reservation. I explained that my flight from ********* ** would be arriving at 2 a.m. in ********* ** and if someone would be available so that I can pick up my car. She assured me that they had my flight information and it was a two hour grace ****** in case of delays. I arrived at 2:25 a.m. saw an employee of Hertz and was directed to the garage and he asked if I was a Gold member I said yes he instructed me to pick a a car from the Gold section and someone should be around to check me out. It's currently 4:00 a.m. and no one has shown up. I find this inconvenient, unprofessional. Flights land 24hrs a day someone should be available 24 hrs a day to fulfill the job of car rentals.
Business Response
Date: 08/03/2023
Complaint ID: ********
RR#: 521400714

Thank you for contacting us. Please accept my sincere apology for any inconvenience you experienced. A review of our records indicates your reservation was scheduled for 08/02/23 at 6:00 AM and you were able to pick up at 6:06 AM.
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.
Called hertz customer service ************) on 7/17/23 to schedule a reservation to pick up 8/5/23-8/7/23. We did a pay now option for ******. Trip is approaching and we called ***********, ** location for confirmation of pick up only to be informed that the location is closed on the pick up date that was schedule WITH hertz and not via 3rd party. Location demands we extend our rental AND pay additional day on 8/4 but has no vehicles available on 8/4. Since this is error of hertz customer service it is only fair that our extension of 1 day be a curtesy which no additional charges on the price we already were intending to pay but at a different location with an available vehicle.
Business Response
Date: 08/02/2023
Complaint ID: ********
Res#: ***********

Please accept my sincere apology for any inconvenience caused when you were able to book a reservation outside of the locations business hours. Please rest assured we will address this with our IT team to prevent recurrence.
Please know that we take all customer concerns very seriously and I want to thank you for allowing me the opportunity to review this matter.
Customer Answer
Date: 08/05/2023

Complaint: ********

I am rejecting this response because:
We would still like a curtesy refund for the day that we were asked to extend out to since this an error by hertz and not the consumer.

Sincerely,

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

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

We apologize again for the inconvenience experienced. Our records indicate our customer service team did apply a 10% discount promotion to the rental. As an additional gesture of our concern, a $50.00 rental certificate is being mailed to you. We hope you will use this on a future rental and allow us the opportunity to regain your confidence in Hertz.
Thank you again for contacting us.

Customer Answer
Date: 08/14/2023

Better Business Bureau:

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

Sincerely,

*****************************
Initial Complaint
Date:08/01/2023
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 went in 8 days before the rental was needed that State Farm set up for me and waited an hour for someone to talk to. I told him when we needed the rental and what we needed. He said it was all set up. when we got there they said all they had was a much smaller vehicle than we reservered, had damage to ***** panel, less than a quater tank of gas and almost 60000miles on it. I emailed the normal customer service and got no response and then it says before fileing a complaint to contact the other customer service. I did and it said they would contact me in 2 to 3 business days at the most and 4 business days later I got a call and explained all of this to her and she said she would contact the general manager to find out what they could do, That is the last I heard from any of them.
Business Response
Date: 08/04/2023
Complaint ID: ********
RR#: H25846240

Please accept my sincere apology for any inconvenience you experienced and your dissatisfaction with the vehicle provided. A review of our records indicates the vehicle was returned on 07/28/23. I sincerely apologize the manager failed to follow up with you. Please rest assured this matter will be addressed with the appropriate Hertz management to prevent recurrence.
Please know that we take all customer concerns very seriously and I want to thank you for allowing me the opportunity to review this matter.
Customer Answer
Date: 08/04/2023

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:08/01/2023
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.
The email was sent to *************************************************** ******************************************** *********************************** ************************* In regards to rental #*********, First, I have a back story. My flight out of ******* at 9:00 pm on June 25th was delayed 3 times and then finally cancelled at 3:00 am. with all other flights into ******* cancelled due to bad weather in *******, and no other flights to ******* until the following Wednesday. Myself and my two small grandchildren was forced to take a next day flight to ********* at 7:30 am . On June 26th at 9:30am I rented the car and then got a room at ********* where I slept 3 hours then drove to *************** pick up my vehicle . Once we arrived at ******* attempted to get help from staff I asked several staff from Hertz and Thrifty for help as I had two small grandchildren with me and I was mentally and physically exhausted to the point I parked the car as close as I could. After my several attempts to get help no one would help me. I finally got the attention of gentlemen with Hertz uniform. I explained to him where I parked the car, he took the keys and stated thats not a problem I will lock up ,walk over and get the car and email you a receipt After noticing I received no receipt and was still being billed daily for the rental, On todays date, July 8, 2023 We drove to ******* from **********. We drove 260 miles round trip to speak with staff at the Dollar /Thrifty at the ***************. At approximately 10:30 am we spoke to the staff ***************** who assisted us as best they could. At first they stated there was nothing they can do however after a little persuading they helped us find the car exactly where I parked it. Once we returned back to the rental station the lady phoned someone and she stated to us the person that took the keys from me that night will not be back until Tuesday and I was directed to make another 260 mile round trip to get this resolved and she would call the general manager and get all fees refunded on that day. So to sum it up, the car was returned on the same day it was rented. The error seems to be on the companys end as the staff person that took the keys failed to check the car in and took the keys home on that night and still has them with him not to return until Tuesday.July 11, 2023. (15 days later)I now have to hire extra help for my childcare center so I can take off to get this resolved as well as drive the extra 260 miles round trip.I appreciate any help you can provide in resolving this matter as quickly as possible. P.S : The staff there this morning was helpful. Since staff visually verified the car is actually there and in perfect condition , please stop future charges and kindly refund all unnecessary charges as the car was returned same day it was rented as specified. THANK YOU ************************* in regards to *********** from your company. Rental # ********* Simplified version, I returned the keys to a Hertz employee the same day I rented the vehicle. He told me he would take care of it and he would email me a receipt. After noticing I was still being charged for the vehicle we drove to ******* on 07/11/2023 to get it taken care of. We were told that the man that took the keys from me will not be back until the following Tuesday and were directed to come back on that Tuesday and the charges will be dropped. .We made another 260 mile round trip to get it resolved on 07/11/202. It took them a little bit for them to give us the keys but they eventually handed them to us. We then went up one floor to get the car and returned it. Your Company had the keys the entire time, preventing us from doing anything with the car. Attached pictures will show the dates the car set in the lot and the staff ID we worked with. (Again, staff had the keys the whole time) How can I be charged for a car when your company staff had the key. We can not do anything with the car without the keys!These extra charges were forced on us as the staff withheld the keys from us. Please read the prior email sent for original explanation. The staff that took the keys home with them is the responsible party. Not us!If you are not willing to see this issue as a staff problem by withholding the keys from us and we need to seek legal counsel please let me know. ( WE DID NOT HAVE THE **** THE WHOLE TIME. STAFF HANDED ** THE **** AFTER THE SECOND VISIT TO GET THIS STRAIGHTENED OUT) WE CAN NOT DO ANYTHING WITH A VEHICLE WE DO NOT HAVE THE **** TO!
Business Response
Date: 08/04/2023
Complaint ID: ********
RR#: 400850741

Please accept my apology for any misunderstanding. We have reviewed this matter with our *******, ** team. They have advised when the vehicle was located it was found in long term parking which is not the rental car return area, therefore the location was not aware the vehicle was returned on 06/26/23. Because it was not returned to the correct area, you are responsible for the charges until the vehicle was located.
Please know that we take all customer concerns very seriously and I want to thank you for allowing me the opportunity to review this matter.
Customer Answer
Date: 08/05/2023

Complaint: 20409889

I am rejecting this response because:
on the day of the rental/ return I met with a Hertz employee, I explained my situation and told him where the car was. He took the keys from me and said He would lock up and walk right over and get the car and email me a receipt. I trusted the employee and left it in his hands . The attached parking ticket shows the date it was parked in the garage . After noticing I had received no receipt but did notice I was being charged $100 a day for a car that I no longer had in my position nor did I have the keys to. I drove 260 miles to find out why I was still being charged for a vehicle they had the keys to. I was told at the ******* facility that the man that took the keys was off work and had the keys with him and was not scheduled to return back to work until the following Tues. We again drove 260 miles to resolve the issue on that Tues. After talking to the manager we waited approximately 45 minutes for them to get the keys to us. They told us we would have to go get the car and pay the parking fee which we did.We feel that by the employee holding the keys he is responsible for this entire mess.If he would have retrieved the car when he said he would there would not have been a parking fee due to the short amount of time it was parked. If he or another staff member would have contacted me and told me of the situation I would have immediately returned to resolve any issues However we never received any correspondence from any staff member of the company. We feel that by the company having the keys from day one and knowing where the car was but not contacting us it forced unnecessary billing. ( we cannot move a car that we do not have the keys too) The responsibility falls on the staff member once he took the keys and told me he would take care of it. All charges other than the initial rental fee plus fuel should be refunded. I strongly feel the extra charges were forced on me by deception of the staff members action and statement. AGAIN, WE CANNOT MOVE A VEHICLE THAT THE COMPANY IS HOLDING THE KEY TO.

Sincerely,

*************************
Business Response
Date: 08/14/2023
BBB Case number: 20409889
Res ID or RA #: 400850741

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

After a thorough review of this matter, we stand by our original decision. As indicated, we have been in contact our ******* location and have verified the rental was closed 7/08/2023 when the vehicle was located. Per the rental terms and conditions, the customer is responsible for the vehicle until the vehicle has been received by a Dollar representative. Due to the vehicle being parked in the incorrect parking area, and the Dollar location not receiving the vehicle prior to 7/8/2023, we are unable to adjust the charges. Although the resolution is not what you preferred, no additional action is warranted. We regret we are unable to fulfill your expectations in this instance.

Thank you again for contacting us.
Customer Answer
Date: 08/14/2023

Complaint: 20409889

I am rejecting this response because: Due to the fact that the Hertz employee took the key from me and told me he would take care of it. Since your company made no attempt to contact me after he took the keys from me ,the charges kept accumulating daily. It would only make since that by your company not contacting me the charges were forced on me! You had all my contact information ,yet no one attempted to contact me to prevent the charges only after I noticed the extra charges. Did I know that he did not do as he said he would.If your company would have contacted me on day one I would have been back on day 2. How do you not see that these extra charges forced on me are simply lack of job performance/customer service from your staff. Your staff had the keys to the car and knew where the car was from day one! I was told he would take care of the car and email me the receipt! The amount of stress this has caused me and my family has been unbearable! Renting a car that morning and returning it that night should have been $201 ended up with $1,951 charge due to lack of job performance! When the staff member received the keys from me and took the responsibility of returning the car yet took the keys home with him for 14 days and we were being charged daily for the rental. I believe the staff member should be responsible for his wrong doing taking a rental car keys home for two weeks and not taking care of customer service should make him liable The staff should be liable for taking they keys and not returning the car as promised!

Sincerely,

*************************
Initial Complaint
Date:08/01/2023
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 Number: ********* I rented a car from Hertz from 6/28/2023 to 7/11/2023. On 7/2/2023 the car got a flat tire, I attempted to use the tire repair kit provided with the car and noted the kit was missing items. I then contacted Hertz roadside assistance and explained the situation and the representative told me all tow charges would be waived due to the kit being incomplete. I then waited for around 5 hours for a tow driver to even be assigned to the case. I called multiple times with nobody giving the same information, completely unprofessional. I lost a full day on this rental and we were not able to enjoy our already paid for events for the day. Upon returning the car, the location was already closed, the drop off time and the location closing time was the same time, 5pm. I then called with nobody giving the same information and was on the phone for over 1 hour. I was finally told I could drive to a location 30 minutes away to return the car. After returning the car, they did not close the contract and continued to charge me. I called to request them to close the contract. Once they closed the contract, they sent me a bill charging me for the tow which they told me would be free. I have AAA coverage and wouldn't have agreed to use their towing service if I was told there would be a charge. Completely misleading and false promises. I contacted Hertz again on 7/18 to file a refund request, I spoke with ****** in the billing department. He said to wait 5 to 7 business days and of course I received no response. I called again on 8/1 and the representative had no resolution. The full ****** charges needs to be refunded to my original payment method and an additional ***** for the day I couldnt use the car due to their mistake and recklessness. The experience with Hertz has been beyond atrocious and these business practices are concerning. I will never do business with Hertz again and will past the same message to all as a warning. Hertz do better!!
Business Response
Date: 08/04/2023
Complaint ID: ********
RR#: *********

Thank you for contacting us. Please accept my apology for any inconvenience you experienced during your rental. I have reviewed your rental record as well as the information from our Roadside team. They noted you were advised you would be responsible for towing charge since you didn't purchase the Hertz insurance. However because the proper equipment was not in the vehicle so that you could change the tire I have issued a refund of $375.00 to your credit card. Please allow up to 7 business days for the refund to post to your account.
Please know that we take all customer concerns very seriously and I want to thank you for allowing me the opportunity to review this matter.
Customer Answer
Date: 08/04/2023

Complaint: ********

I am rejecting this response because: I was not informed I would charged until after I returned the car and received the receipt. Please review the call I place when I request the tow on 7/1 around 11 am. The representative specifically told me the total would be free of charge. I asked multiple times if there would be any charge for this tow. I also would like a refund for the day I was not able to use the car. I ordered the tow around 11 AM and the tow truck didnt come until around 5pm. This was after calling multiple times and requesting an update. The total amount that needs to be refund is ****** ******* * *******

Sincerely,

*************************
Business Response
Date: 08/11/2023
BBB Case number: ********
RA #: *********

This is in response to *************************,
In further review of our records, I have issued an additional $48.52 refund to your account for the extra cost you were billed at return and I have issued a $35.55 refund to your account for one ********************** day that you were without use of the vehicle. Please allow 7 to 10 business days for these credits to reflect on your MasterCard ending *****
Thank you for giving me the opportunity to review this matter. We value your business and hope that we will be able to serve you in the future.
Initial Complaint
Date:08/01/2023
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 am ************************* and my rental Record number will be ********* I was reaching out on behalf of Hertz on **** ******* ******* ** phone number to location ************** for presenting inaccurate information to Uber regarding a vehicle I rented which they told Uber and me personally that the vehicle was in great standards/excellent condition, drivable, and dependable for me to use to complete Uber trips although that turned out not to be the case in this situation. The car I rented I only had it nearly two weeks and its currently having issues such as the battery dies roadside showed up and tried to jump start the vehicle and informed me that the starter has gone out. Now Im in a situation where this is preventing me to even have a opportunity to reach my goal with Uber by completing the 30 trips requested by hertz in order to even extend the vehicle. The phone number I provided for hertz earlier which was ************ will not answer phone or communicate with me on to let me exchange vehicles while the current one goes to the hertz maintenance center. Unfortunately I dont know who to complain to because this is my first time renting through hertz but I would like for someone to put me in contact with the hertz on ********** ******* ** so I could explain my situation. Thanks for reviewing my email and hopefully I could receive a response from hertz regarding the vehicle I have through Uber on if I can change vehicles under the same Uber contract Im under.
Business Response
Date: 08/02/2023
BBB Case number:20408048

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

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

We regret the mechanical problems ************** is experiencing with the rental. Regrettably, some problems can occur unexpectedly. ************** will need to coordinate with our Emergency Roadside team to arrange repair or an exchange. ERS can be reached at ************.

Thank you for contacting us.
Initial Complaint
Date:08/01/2023
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.
We booked a vacation from ******* to ********* and reserved the **500 for a 24 hour rental. The reservation was booked months in advance. Upon arrival at the Hertz counter in the ********* airport, we were told the car was rented out to someone else that morning, first come first served they said. It did not matter that we had a reservation. Hertz said they did not know when car would be returned. We spent over $1000 to fly to ********* to rent this car for my son's birthday gift and drive through the canyons. We rented a regular Shelby *** for $239 for that day instead but it was not the car we wanted and did not compare to the **500. When we returned that car 24 hours later, the **500 was back on the lot! We asked to rent it right then. ***** at Hertz told us to go online and book it, she could not book it at the counter. The **500 did not show up on their online website, so it was unable to be rented out we were told. She told us to call customer service. I spoke with ****** and told there was nothing he could do at that time, we needed to call back on Monday. He apologized and said that they would be able to at least refund the $239 we paid for the Shelby ** but could not figure out how to rent us the **500 On Monday I spoke with ****** (CS) and he said he could offer us their highest voucher of $100 towards a future rental.period. There was no concern for the money spent on this trip or the fact that our vacation was made specifically for this car rental. We told him ****** assured us the $239 would be refunded at the least. Being told a car was rented that morning, first come first served is ridiculous. This is a specialty car that Hertz is promoting with ******* we reserved it months in advance and planned a vacation around this car experience. To see the car on the lot and not get to rent it is unforgivable. Hertz showed zero compassion for us. It was clear that they felt there would be no consequences from management for their actions.
Business Response
Date: 08/02/2023
BBB Case number:20407718

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

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

I am very sorry that the reserved vehicle was not available and they did not receive any assistance with booking the car for another day. I can certainly understand the disappointment. As a gesture of our concern, a credit of $239.06 is being issued to the MasterCard account ending in ****. Please allow 5 to 7 business days for this credit to post to the account.

Thank you for contacting us.
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:08/01/2023
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 tried renting a car in ********** **. I was told a convertible was not available. I rented with Enterprise at the same location. Enterprise was next door to Hertz. I was charged $299 for not picking up a car on a reservation I did not make. The manager ******************* told me I had to deal with corporate. I called corporate and they had zero documentation of me being charged. Apparently the manager discovered a new profit center and charged me $299 himself. Huge question, why did corporate not know of charge? I am concerned now with my financial information and will be cancelling/changing cards. This company sends you in numerous directions for help to just be told they can not help. It seems if its a big enough hassle most just quit and they keep your money. I called corporate in ******* and was basically laughed at. My wife said my next call should be the police as this company stole my money. Why would I rent from them when I rented from Enterprise the same time period from the same location. Run from this company.
Business Response
Date: 08/02/2023
BBB Case number:20407280

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

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

We regret any misunderstanding regarding this booking. Our records show ****************** booked this reservation on April 28 on hertz.com. The booking was for a convertible to be picked up on July 11 - 16. Our ********** location is a franchise location, meaning they are privately owned and operated.

I reached out to our ********** location for review. Based on the information received, they had the convertible waiting for his arrival. They indicated ****************** said he did not make a reservation. As there was a confirmed reservation and the reserved car class was available, ********** billed a No Show fee of $299.00. Regrettably, this is a valid fee since he did not take the reservation.

Thank you for contacting us.

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