Complaints

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

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• 

  Hertz

  8501 Williams Rd Estero, FL 33928-3325

• 

  Hertz

  PO Box 31166 Tampa, FL 33631-3166

• 

  Hertz

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

• 

  Hertz

  114 International Way Huntsville, AL 35824-0000

• 

  Hertz Corporation

  2300 N Airport Blvd Springfield, MO 65802-7536

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/31/2023

  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.

  Billing adjustment received an email stating ****** was being billed to me on rental record number *********. Hertz is billing me this amount 3 months after the end of my rental with them. This is the third time they are doing so originally it was done for close to **** and then additional 422. Now the ****** each situation they simply call it a billing error that they are not correcting. I have called customer service several times to no avail. I had a Uber hertz rental had sereval billing issues in the time I rented with them but this is becoming unbearable.

  Business Response

  Date: 08/01/2023

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

  We regret any misundertanding regarding the additional charge of $145.78. This charge was billed was billed for ***** Suprcharging Fess accrued during your rental. The delay in billing this charge was because it took a bit of time to connect the Tesla Supercharging systme with the Hertz/Uber system. The charge has been correctly billed and no refund is warranted. 

  Thank you for giving me the opportunity to review this matter.  We value your business and hope that we will be able to serve you in the future.  
  
  
  

  Customer Answer

  Date: 08/01/2023

  
  Complaint: ********
  
  I am rejecting this response because: Tesla bills immediately and this was done consistently for a year. Hertz refuses to acknowledge or take responsibility system error its not Tesla. As this is not the first time Hertz is having billing error as I have said before. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 08/07/2023

  BBB Case number: ********
  
  Res ID or RA #: *********
  
  This is in response to ***************************,
  
  Again, we regret any misunderstanding regarding the Tesla rebill.  However, this is a valid change when the Tesla Supercharge station is utilized.  We apologize for the delayed billing and for any inconvenience this caused.  
  
  Thank you for contacting us.

• Initial Complaint

  Date:07/31/2023

  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 reservation was K498274451. I bought a pre-paid rental online on 5/20/23. I opted out of the insurance at the time of my purchase. Hertz records can clearly see that online. Their online page asks you many times to confirm that you don't want it. The bottom of my invoice from May said that I only owed ***** at the time of the rental (***** for a car seat + 4.2 tax). That is what I expected to pay. We picked up the car on July 27th. *****, the rep, assured me multiple times that the only thing that was being applied to my card was the security deposit. When we got about an hour away from the airport, we realized that Sunny included insurance for an additional 139 dollars. He never once said that he added it nor indicated any changes were made. I have attempted to call ***** location each day of my trip. I also attempted the corporate hotline and online FB chat which kept referring me back to the branch through automated AI responses. I attempted to return the coverage on the website but I could not. When we returned to the airport, I advised ***** that he was not upfront with us regarding what he charged. **************, his manager, claimed that he rewatched the camera and that ***** pointed to a picture on the counter which indicates to him that "he went line by line" and hence we must have agreed to it. They had no audio. I assure you that he never went line by line nor expressed what he added. ************** admitted to me that the phones at their location do not work and that "they are working on them". It is unscrupulous to add coverage after someone denies it online. There is no way to contact the company to rectify it. After the rental period is over, they throw their hands up and say that there is nothing that they can do about it because the rental period is done. ************** told me that there is a huge disconnect between the online reservations and that they can't see the information that I relayed to them was in my original email. Hertz is not being upfront.

  Business Response

  Date: 08/01/2023

  BBB Case number: 20402836
  RA #: 428318936
  
  This is in response to ******* And *******************, 

  Based on your correspondence, I have decided to issue a refund for the Loss Damage Waiver charges.  A credit of $155.01 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.  We value your business and hope that we will be able to serve you in the future.  
  
  

   

  
  

  Customer Answer

  Date: 08/01/2023

   
  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,
  
  ******* And *******************

• Initial Complaint

  Date:07/31/2023

  Type:Customer Service 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.

  Absolutely no customer service. They do NOT even have a functioning phone to this location. You will always be directed to their website or the Hertz main telephone menu. From the mouths of their customer services reps, the number was disconnected during Covid. I had to have an airport POLICE OFFICER walk to the counter so I could ask to have someone search the vehicle I returned 15 hours previously. And even that they directed him to car returns in the garage. He EVENTUALLY found someone that could search the vehicle & the item was recovered. Employees at this location (including the introduced manager) told us they cannot do anything with the loyalty points system (even though when booked through the app and after clicking use Loyalty points the app stated show reservation on app at the counter. After calling and speaking with 3 representatives on the phone (call centers, not the airport location where we rented it from) we were continually told Im sorry, theres nothing we can do, we cant use your loyalty points instead of your card, even though thats what you requested through the app. Finally one man in a headquarters office said, of course we can remove the credit card hold & use your points. I dont know why anyone would tell you that you cant. This location is a joke, you cant even call them!

  Business Response

  Date: 08/01/2023

  BBB Case number: 20402679
  RA #: 428816883

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

  I sincerely apologize your rental experience with Hertz in Tucscon 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.
  

  Apologies are seldom sufficient when customers receive poor service.  Every effort will be made to serve your future needs in a manner more consistent with your expectations and our standards.  
  

  Customer Answer

  Date: 08/02/2023

   
  Complaint: 20402679
  
  I am rejecting this response because:
    The apology was a stock apology sent from an auto generated source. Clearly it is not a personal apology. I have zero belief that anything will be done regarding this location. Again, they have no functioning front desk phone. This is a problem for any business let alone a company that touts being the longest running rental car company. What a joke. Cant even get an apology from the actual people that are in the wrong. Just someone clicking a button in an office somewhere auto-response apology letter, send. 
  Sincerely,
  
  *****************************

  Business Response

  Date: 08/07/2023

  BBB Case number: 20402679
  
  Res ID or RA #: *********
  
  This is in response to *****************************,
  
  Please accept my deepest apologies on behalf of the Hertz **************** team.  It is our goal to provide each of our customers with the service they expect from such a trusted brand in the rental car market.  It is apparent we fell short of that expectation and have several developmental opportunities for our team in ******.  Please be assured, the feedback you have provided ** is being taken seriously.
  
  Thank you for contacting **.

  Customer Answer

  Date: 08/09/2023

   
  Complaint: 20402679
  
  I am rejecting this response because:
       Another stock response. Is it supposed to make me feel better that ************** location is going to have developmental opportunities?! What does that even mean? Again, how about starting off with a working phone for the front desk? I doubt that anyone from corporate has even ATTEMPTED to call the location? Then you might find out how frustrating it is as a customer! How about a surprise visit from corporate? Experience the absolute LACK of customer service, *************** that look at you with NO offer of help. Keep pushing those apology emails Hertz, they really help! Let me know how those developmental opportunities go! 
  
  Disappointed,
  
  *****************************

• Initial Complaint

  Date:07/31/2023

  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.

  A reservation was made the 14th of July until the 18th. We paid upfront $700 with tax plus a $500 deposit because ******* was using his bank debit card. It equaled to 1298.00$ We were very pleased with the rental car itself during our trip. On the 18th we found ourselves in ******************* and decided to call and add another day. There were no issues and they were told that we would be charged that day for 150, but it ended up being 180. The 19th we asked for another day when we got to ******** in rhe early am. That afternoon, *** was going to be taking the rental back. However, he had tried calling because he was going to be 15 minutes late, he tried contacting them at 2:40 PM. No one answered so he left a voicemail. He received a call back at 2:51 PM stating that they had already charged us for another day. It says in hertz terms and conditions that you are allowed a 30 minute time frame after the time that the car is due buck. It wasnt even 3 Pm. The next day we had asked to be charged for another day due to a family emergency. On the 21st of July *** had showed up at the airport at about 2:46 PM, he returned the rental and the head manager that works in that building said that everything was good and that we would be receiving our 500$ deposit back. Well, they had double charged us and we have not received our deposit of 500. This has caused financial stress and now our negative in our bank account. They charged for 1511.36$ Ive tried emailing Hertz, calling customer service support. *** has contacted and spoke with one of the agents in ******** Airport and he says that we were not double charged even though we have documented proof. He mentioned the fact of getting charged two extra days, it happened again on 21st? he does apologize and says that was his mistake, he then proceeds to tell *** that no one there can handle the situation but it would have to be somebody by the name of ***** and he possibly would be in Saturday the 29th but now its Monday.

  Business Response

  Date: 08/02/2023

  BBB Case number:  20396139
  Res ID or RA #:  L19014424
  
  This is in response to *************************************,
  
  We apologize for any confusion regarding the billing received.  I have verified the vehicle was rented a total of 8 rental days and a daily rate of $150.00 excluding tax and fuel was billed as quoted.  The total bill applied to your credit card account is $1511.36.  When the car is returned, a charge for the total amount due is submitted to your credit card company and any prior authorizations are released.  Depending on the credit card company, there may be a delay between the time the charges are received 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 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 they no longer see a pending transaction on their account from **********************, then the hold has been released.
  
  Thank you for contacting us.

  
  

  Business Response

  Date: 08/03/2023

  Date Sent: 8/2/2023 9:02:40 AM
  

  BBB Case number:  20396139
  Res ID or RA #:  L19014424
  
  This is in response to *************************************,
  
  We apologize for any confusion regarding the billing received.  I have verified the vehicle was rented a total of 8 rental days and a daily rate of $150.00 excluding tax and fuel was billed as quoted.  The total bill applied to your credit card account is $1511.36.  When the car is returned, a charge for the total amount due is submitted to your credit card company and any prior authorizations are released.  Depending on the credit card company, there may be a delay between the time the charges are received 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 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 they no longer see a pending transaction on their account from **********************, then the hold has been released.
  
  Thank you for contacting us.

  Customer Answer

  Date: 08/07/2023

   
  Complaint: 20396139
  
  I am rejecting this response because:
  I understand that, but Im. Or understanding why I would pay 500$ deposit plus 700+ for an authorization hold when you charge at the end of the rental per terms and conditions. Of the authorization hold was lifted then you would see the charges put back directly into his account? Its not. The pictures also show the account for the last week and etc with the amounts to show it has put us in the negative.Im sorry and I appreciate you response but The money was never put back into our account or it would show a positive balance being put back into the account but there is no record showing. Sincerely, 
  
  *******/*********************************/ ******

  Business Response

  Date: 08/16/2023

  BBB Case number:  ********
  Res ** or RA #:  L19014424
  
  This is in response to Case#******** *************************************,

  
  We apologize for any confusion regarding the billing received.  I have verified the vehicle was rented for a total of 8 rental days and a daily rate of $150.00 excluding tax and fuel was billed as quoted.  The total bill applied to your credit card account is $1511.36.  When the car is returned, a charge for the total amount due is submitted to your credit card company and any prior authorizations are released.  Depending on the credit card company, there may be a delay between the time the charges are received 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 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 they no longer see a pending transaction on their account from **********************, then the hold has been released.
  
  Thank you for contacting us.

• Initial Complaint

  Date:07/31/2023

  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 booked a rental on Saturday, July 29, 2023 for a medium sedan ****** 3 4-door or similar" for the cost of $71.89 (Confirmation #: K5683111806). My own car is getting transmission work done. It was supposed to be a one-day reservation for July 31, 2023 from 8 a.m. to 5 p.m. because I had a 9:30 a.m. appointment at MEPS in *******, ** to formally swear in to the ***** I arrived just before 8 a.m. to check-in & pick up the rental. No one was at the service desk, just 6 other Hertz customers who were visibly livid & impatient. We all waited for roughly 15 minutes (after I arrived) before a guy working the Enterprise desk informed us that Hertz was actually short on rentals & all of our rentals had been overbooked by mistake. We were told we would have to wait for vehicles to be dropped off. It wasn't until 9 a.m. that I was finally handed the keys to a vehicle. Again, I originally reserved a medium sedan, but wound up with a Chrysler Pacifica Hybrid (Plate #: 313BFXS / Veh. #: *******). I've never been a minivan driver & the interior smelled like vomit, but that's neither here nor there. It goes without saying I didn't complete a 70-mile drive from ************ to ******* in under 30 minutes. The bottom line is: Due to Hertz's incompetence, I missed my 9:30 a.m. appointment & was denied the opportunity to swear in. Fortunately, there's already a job booked for ******* recruiter was able to reschedule me for next Monday (August 7th). Mind you, I did refuel the vehicle before dropping it off at 12:42 p.m., but I would like a refund for the booking itself, being I never actually got what I paid for first & foremost, and because of the mental strain this negative experience has caused me. Military personnel take time very serious, and Hertz nearly caused me to get the boot after months of testing... Today was supposed to be my big **************************** completely ruined it. The day turned out to be a complete waste of my ****************

  Business Response

  Date: 08/02/2023

  BBB Case number:20401548
  
  Res ID or RA #: *********
  
  This is in response to General ********,
  
  I am very sorry that the car was not ready upon arrival and ******************** missed his appointment.  I can certainly understand his disappointment.  As a gesture of our concern, a credit of $58.94 is being issued to the MasterCard account ending in 6452.  This represents the amount prepaid for the rental.  Please allow 5 to 7 business days for this credit to post to the account.
  
  Thank you for contacting us.

• Initial Complaint

  Date:07/31/2023

  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 made the ************************************ on July 22, 2023 with Hertz on *************, *********, ** and was emailed the confirmation as attached. Pick up in *********, ** at 12:00 on July 31, 2023. I drove two hours to pick up the van and was told they do not have a van on site. I had plans to go to ***************** in ******* with 12 other people. Although I had the confirmation they did not have a van and had to send employees to pick up a van at another location. Four hours later the employees still have not returned with the van and Im sitting in the parking lot waiting. We have missed our destination arrival and missed a day of vacation. I asked for a refund and they refused but offered a free tank of gas.

  Business Response

  Date: 08/01/2023

  BBB Case number:  ********
  Res ID or RA #:
  
  This is in response to *************************************,
  
  Unfortunately, we are unable to locate your rental with the information received.  In order to review this matter, please provide the rental agreement number and/or the reservation number beginning K.

  Thank you for contacting us.

  
  

  Business Response

  Date: 08/02/2023

  BBB Case number:********
  
  Res ID or RA #: ***********
  
  This is in response to *****************************,
  
  Thank you for providing the requested information.  As this rental is still out on rent until August 7, we are unable to make any adjustments until the car is returned. Please contact us back once the rental is complete.
  
  Thank you for contacting us.

  Customer Answer

  Date: 08/07/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  I have attached the rental agreement which shows the van, pickup date and time. 
  

  They did not have the van available upon arrival and had to get it from another location 1 1/2 away, putting us five hours behind schedule and missing a day of planned vacation. 
  

  Once on the road with the van, the air conditioning did not work and warning lights came on. I called the emergency number and had to return the van in **********, ** instead of *********, **. 
  

  They gave me a discount but refused a refund. 
  

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

  Business Response

  Date: 08/11/2023

  BBB Case number: ********
  
  Res ID or RA #:*********
  
  This is in response to *****************************,
  
  Thank you for sending the requested information.  We apologize for the delay in getting the van, we certainly understand the disappointment.  As a gesture of our concern, a credit of $300.00 is being issued to the MasterCard account ending in 9589.  Please allow 5 to 7 business days for this credit to post to the account.
  
  Thank you for contacting us.

• Initial Complaint

  Date:07/31/2023

  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 scheduled a 3 day rental on Friday 7/28 when I got the location ***** informed me that location did not honor same day reservations and that I would not be charged a fee because that location was refusing my reservation. After not receiving the rental car I asked that the reservation be cancelled because there were no other locations that had a cars I was assured by a agent over the phone that so would not be charged and yet on 7/30 at 7 pm I received a ***** no show charge from the merchant even after several employees informed me that I wouldnt incur any charges.

  Business Response

  Date: 08/02/2023

  BBB Case number:20399617
  
  Res ID or RA #: ***********
  
  This is in response to *************************,
  
  I regret any misunderstanding regarding the No Show fee billed.  A credit of $67.43 is being issued to the MasterCard account ending in 4099.  Please allow 5 to 7 business days for this credit to post to the account.
  
  Thank you for contacting us.

• Initial Complaint

  Date:07/31/2023

  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 rented car from dollar rental and was given an equinox suv , we went to pull off of the car lot and the brakes locked. So we were given a ****** rogue we drove the car from the ******************** to our hotel at the ************************************* . The check engine light and oil change light came on and it would not go into drive . We had to go back to ************ 1hour away to get second car the *** would not let us ride with him . Once we got to Hertz to pickup third car another ****** rogue and now the check engine light is on we do not feel comfortable or safe driving this car we have not been able to use the car I went into dollar rental last night after Hertz replaced the car he was very rude and said I should have took out list of use insurance we is crazy when you rent a car its to drive it , How is it my fault that your vehicles are not being serviced! Will never use any companies that Hertz owns and I will not recommend them to family or friends

  Business Response

  Date: 08/01/2023

  BBB Case 20398311
  RR No: 428088231
  
  This is a response to *********************
  
  All vehicles should be properly cleaned, serviced, and in good mechanical condition before being released for rent. The condition of the vehicle you received is a concern to us, and I apologize for the inconvenience. We always want to provide quality vehicles to our customers and certainly appreciate your letting us know of this. As a gesture of concern, I have issued a 25% refund of $135.27 to the card on file. Please allow up to 7 business days for the funds to post to your 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:07/30/2023

  Type:Sales and Advertising 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.

  Transaction Date: Hertz prepaid Reservation K4893998998 was made on 05/21//2023 for pick rental on 06/03 @12pm. June 3rd: @11am - Reached at ****** ** location to pick up rental. @11:45am - provided reservation number, front desk told there is no 12-passenger van available @11:55am - They called airport rental, asked us to go at airport Hertz rental, no further details provided. @1pm - Reached at Hertz *********** location, provided background and they asked make a new reservation with no further details provided. But they said won't be able to match the price that we had on prepaid. They requested to contact customer care. @******* - Multiple calls with customer care as calls were dropping and had to call customer care again with no resolution and unable merge or use the same reservation due to different pickup location. @4pm - We did not get a rental, We had 5 kids for 4hrs at Hertz rental to get a car :(We already had a plan from June 3rd to June 9th with a family (relatives) who were first time ***** But our plan went in vain.Finally we were able to book Minivan from different rental service on June 4th, one person had to travel via Bus to ****** **. I have all my receipts of other rental services and Bus tickets. Please let me know if you would like to review it.Today 06/13: we made a call to Hertz ******** care to confirm email address of ********************** escalation to shar my experience, during my call i shared my reservation # and details and even before listening to me and without my consent, person said they initiated my refund which i did not request at this point. 07/30 - Checking my Credit card account, I do not see any refund from hertz. This is truly unacceptable, First, they did not provide rental even it was a prepaid, Second, it's been more than 50days refund has not been initiated. Third, we had had not only mental stress but also commute change in plan due to Hertz issue on prepaid rental.

  Business Response

  Date: 08/01/2023

  BBB Case number:20398095
  
  Res ID or RA #: ***********
  
  This is in response to ************************,
  
  I apologize for the inconvenience experienced when we were unable to honor the reservation because a vehicle was not available.
  
  Although our reservation system is designed to provide a vehicle at the time and place requested, situations can sometimes develop that prevent us from honoring a reservation.  Normally our inventory of vehicles is more than sufficient to meet confirmed reservations; however, on occasion, customers do not return vehicles as expected, and the resulting shortages cannot be overcome immediately.
  
  We regret the prepaid refund has not been received.  It was submitted on June 13, however; it appears it was missed in the approval process.  We have approved the $451.24 credit.  Please allow 7 to 10 business days for this credit to post to the account.
  
  So that we can evaluate the refund request for other out of pocket expenses, please provide the receipts.
  
  Thank you for contacting us.

  Customer Answer

  Date: 08/03/2023

   
  Complaint: 20398095
  
  I am rejecting this response because: as i was unable to upload requested receipts. please find attached receipts.
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 08/04/2023

  BBB Case number: 20398095
  Res ID: ***********
  
  This is in response to Suvarna Shribhate, 

  Thank you for providing the requested documents. 

  I have submitted a $300.16 credit to your MasterCard ending ****. This represents reimbursement for difference between the amount quoted for the Hertz reservation and the amount paid for the alternate transporation, plus the rate difference betweeh the class reserved with Hertz and the vehicle class rented with ***** plus compensation for the inconveniences we caused. Please allow 7 to 10 business days for this credit to reflect on your account. 

  Thank you for giving me the opportunity to review this matter again.  We value your business and hope that we will be able to serve you in the future.  
  
  
  

  Customer Answer

  Date: 08/14/2023

   
  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,
  
  Suvarna Shribhate

• Initial Complaint

  Date:07/30/2023

  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.

  Claim: #******** Rental: ********* I am disputing the claim that I caused collision damage to the rental car. I am asking that Hertz rescind the erroneous claim because I did not cause this damage, and there is NO proof that I did. Between 2/15/23 - 2/20/23 my family of three (2adults, 1 child [9 years old]) rented a car from Hertz in *****, ******. I drove the car for the days that we were there and returned it in the SAME condition as we had picked it up. We dropped the car off right on time at 12:00 noon on 2/20 with an odometer reading of ****** miles. *** staff person who was there at drop-off stood on the right side of the car, reviewed the car, waved me on, and we walked to the shuttle. No issues. This final review has always been the indication that there was no damage noted (and there was not), and my deposit would be returned. As proof, my deposit of $629 was returned, and my credit card was charged only the amount of the rental. *** receipt is dated 2/21/23, a day after return, evidence that the car was, in fact, returned undamaged. However, on 7/21/23 I received an email from my insurance company notifying me that there had been a claim submitted against me by Hertz for collision damage. Hertz was faulting me for damage done to the vehicle I had rented five months prior, conveniently attaching a loss date of February 20, 2023. When I inspected the documents they sent me, the loss date on the papers is April 3, 2023. *** photos they sent show major damage to the front bumper, grill, and headlights. In addition, the odometer indicates ****** miles -- a difference of one mile. Instead of Hertz taking responsibility for damage done likely by staff, they are charging me $3,114,86. ***y never called me to discuss the damages. ***y can't show ANY evidence that I did this; all signs point to them trying to pin the damage on me. If a mistake on the part of Hertz: rescind the charge. If not a mistake: fraud. Looks like Hertz has done this to customers before.

  Business Response

  Date: 08/01/2023

  BBB Case 20395941
  RR No: 148633181
  
  This is a response to *******************
  
  I apologize for the inconveniences and difficulties you experienced as a result of this damage claim. I have received confirmation that the claim has been closed and you will no longer be held responsible for the charges or receive any further correspondence on the matter.
  
  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 **** hope the business does not do thus to anyone else in the future. It is very stressful and time consuming for the client and could get the business into a lot of trouble as well.
  
  Sincerely,
  
  *******************