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:07/29/2023

  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.

  USAA needs to fix this problem. I used to be a USAA customer for everything. I filed an insurance claim for my auto for my Jaguar XJL last year. USAA kept sending me to riffraff junk businesses for my claim and the shops couldnt match my color Paint. I complained multiple times regarding this concern. The last ******** shop USAA told me to go was called ************* ******** which was located in *******, **. When I got there to turn my vehicle in for service. I was greeted at the door was a standard-size rental vehicle without a choice of a pick. The service advisor said he already have a car for me. This assigned shop serviced my car as required. After months later I received a ban for business notice from HERTZ rental that I didnt pay for a rental car and started to receive collection calls from a business called VIKING collections that I have a $900 plus bill that I never paid from HERTZ. I was told that ******* ******** never paid for the days. I called USAA multiples time to advise of these issues and they were completely clueless saying that they never were billed from Hampton Auto ********. I then drive to the business and when I went to the location there was a close for businesses letter and the door saying there no longer in business I called USAA again and spoke with a claim advisor who said they will work on and the cost doesnt seem right and they will ask for a bill. ThIs is why I left USAA after being a customer for over 20 years plus started off unable my parents.I will not be handle reliable or accountable for one dime of this mistake. Please have someone call me ASAP

  Business Response

  Date: 08/17/2023

  BBB Case number:  20395877
  Res ID or RA #:   A16643093
  
  This is in response to *****************************,
  
  We apologize for any misunderstanding.  I have verified payment was not received from USAA.  Per the rental terms and conditions, if payment is not received, the customer is responsible.  Since this matter has been provided to a collector, any further inquiry will need to be directed to the collector directly.  Payment will need to be processed with them directly.
  
  Thank you for contacting us.
  

• Initial Complaint

  Date:07/29/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I reserved a car under reservation # k5651394588. Pick up for today 7/29/23 at 12. My debit card was already charged $313.00 I called this morning to confirm and was told by Hertz customer service that all was good. I get to Hertz in ******************, ** at 11:20 and was told they DIDN'T HAVE TIME TO CALL ME, AND THEY'RE SORRY, BUT WE DONT HAVE ANY CARS. I asked them to call another Hertz. I was told that NO HERTZ in the ******* area had any cars. I said, what am I supposed to do? Every rental company closes soon. I was told -- it's out of our control. By now I'm shaking, crying, and stunned by the complete lack of regard. I reserved an airbnb in ************, and it's too late to cancel. I had no choice but to drive to Budet Rental Car before they closed. The only vehicle available was a SUV and I ended up paying $665.00 Had Hertz called me at any point to let me know , I would have been able to find a cheaper vehicle. I called Hertz customer service 3 times trying to get help. All 3 times I was told to pick up my car. I kept saying there are no cars. As of right now, it shows in Hertz system that my reservation is STILL ACTIVE. So the manager at Hertz not only couldn't be bothered to call me to give me any form of a heads up that I won't get a car, but then he just leaves my reservation there. Doesn't do a thing to help me, to make anything right, and doesn't even cancel it. I want to be reimbursed the cost difference of $353.00.

  Business Response

  Date: 07/31/2023

  BBB Case number: 20394880
  Res ID: ***********
  
  This is in response to *****************************, 

  We sincerely apologize for the inconvenience you experienced when we were unable to honor your 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. 
  
  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. Contrary to the poor impression this experience has left with you, this is certainly not representative of the high quality of service we strive to give our customers.
  
  In order to consider reimbursement for additional expenses incurred for the alternate transportation, please supply us with a copy of the itemized invoice received from Budget. 

  Our records a full refund of the prepayment ($313.72) was issued to your MasterCard ending **** on July 31. Please allow 3 to 5 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.  
  
  

  
  

• Initial Complaint

  Date:07/29/2023

  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 submitted a reservation online for a vehicle. Since they didnt have the vehicle I reserved, they denied to provide any other vehicle. The clerk asked for me to be responsible to pay, for a more expensive car.

  Business Response

  Date: 07/31/2023

  BBB Case number: 20394204
  Res ID: ***********
  
  This is in response to ***************************, 

  We sincerely apologize for the inconvenience you experienced when we were unable to honor your 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. 
  
  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. Contrary to the poor impression this experience has left with you, this is certainly not representative of the high quality of service we strive to give our customers.

  As a gesture of our concern for the inconveniences we caused, I have added **** Hertz Gold Plus Reward points to your Hertz 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: 07/31/2023

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

• Initial Complaint

  Date:07/29/2023

  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.

  K5673340247- reserved a car with reservations and they said I could get a car 59 miles from my location so we drove to ***** ******** Airport to pick up the car and when we arrived they said they didnt have a car for ** even though there were 20 vehicles in the lot. ***************************, manager associate at the ***** airport on Bristol road was very rude. We said we had a confirmed reservation and that they took the money out of our account! He said agents online get paid by the booking and they dont care if there are cars there or not! Shameful. We had to drive back two hours!!! No car and charged for it anyway. I want my money back!

  Business Response

  Date: 07/31/2023

  BBB Case number: 20393883
  Res ID: ***********
  
  This is in response to *************************, 

  We sincerely apologize for the inconvenience you experienced when we were unable to honor your 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. 
  
  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. Contrary to the poor impression this experience has left with you, this is certainly not representative of the high quality of service we strive to give our customers.

  Our records indicate there was no charge billed for your July 28 reservation. 

  As a gesture of our concern for the inconveniences we caused, I have mailed a $75.00 Hertz certificate to the address you provided on your BBB submission. 

  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:07/29/2023

  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 in ******, Ireland on July 10th 2023. Rental # *********.I contacted Hertz on July 29th. 2023 and asked about my points as a Hertz *********************** member. I was told I won't receive any points because the rental was through a Hertz franchise. I rented the car through the Hertz customer service line. Also, there is no fine print on Hertz member tier website indicating this. The manager I spoke with said he would give me 950 points as a loyalty credit, but that would be it. I did not accept as I am due 1.5 points per dollar spent and I spent over $2300. This is dishonest by Hertz, In addition to this they messed up on the type of vehicle I was supposed to get and After I prepaid I asked Hertz if any more money would be due, because the prepayment was less than what was due. and the representative and the manager I requested both said, no you are 100% paid in full. Luckily enough I did not beleive Hertz and I was correct. I still owed them the added insurance, Which I atleast assumed. Hertz needs to stop being so dishonest.I am requesting not only the points I am owed which should be approx. ***** points. But also some compensation. I should not have to file a complaint for points I am due.

  Business Response

  Date: 08/16/2023

  BBB Case number:  20393813
  Res ID or RA #:  805950725
  
  This is in response to ***************************,
  
  I apologize for any misunderstanding regarding the application of your Hertz Gold Plus Rewards Points.  The Hertz location in ****** is an independently owned and operated licensee franchise.  Unfortunately, Hertz Rewards Points cannot be earned on International Franchise location rentals.
  
  Thank you for contacting us.
  

  Customer Answer

  Date: 08/16/2023

   
  Complaint: 20393813
  
  I am rejecting this response because: When I booked the rental it is for Hertz! It does not says anything about being a franchise! nor should this matter! Since they are representing Hertz, Also your rewards page does not indicate Not franchise or only at participating locations. This is rgight on your rewards page. This is false advertising. I want a phone call from your corporate office. If you do not respond by August 18th 2023. I will contact **************** and dispute the entire charge, since you are not honoring I will not honor payment. I have print outs of your website! 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 08/23/2023

  Complaint ID: ********

  RR#: 805950725

   

  I apologize for any misunderstanding. Please be advised the following information is in the Gold Rewards terms and conditions. "Earn and redeem Hertz Gold Plus Rewards points at participating locations in *****************, ******, ***********, St. ****** *******************, *********, ***********, the **************, ******, *******, ******, *******, ******, *******, Ireland, *****, *****, *******, ********** and ***************. Rentals in *********** will earn points, but members cant redeem a reward there."

  However, a review of our records indicates you called our **************** team on 07/29/23 and 07/31/23 and they provided an exception and manually added 500 points on 07/29/23 and 950 points on 07/31/23. Your total points earned would have been *****, therefore I have added an additional 869 points to your account. 

  Customer Answer

  Date: 08/24/2023

   
  Complaint: 20393813
  
  I am rejecting this response because: Your website ****** states earn points when you travel. I am a presidents circle gold member. I also should not have to file a complaint with the BBB for Hertz to do their job,

  I had to argue with your customer service to get any. They admitted that you should get the points and the website clearly indicates this, but they cannot do much.

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

• Initial Complaint

  Date:07/29/2023

  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.

  To whom it may concern:Confirmation for reservation was K5652486861. Im writing because Hertz needs to put processes in place to make things more efficient. My flight was delayed into *********** on 7/26/23. I landed around 12:30am on 7/27/22. Hertz was closed. I sent someone to speak with Hertz to see if there were any other options to obtain the vehicle since Im a five star member and my flight was landing after midnight, which was the time that Hertz closed. I was referred to Budget, nothing Hertz could do.I feel Hertz should either stay open later, accommodate customers whose flights are delayed, or just have a self serve option. My reservation already had my DL and CC on file. There were several others who were impacted at the airport since HERTZ was closed by the time our flight made it in. Whats the point of asking for arrival flight information if you all dont take the appropriate action when a flight is delayed? It was just very disappointing for me because travel was kind of rough on 7/26 and then to find out my rental car company was going to be closed - very disappointing.Also, I am still waiting for a refund for my late return fee for RR#*********. *** contacted CS twice and the last time I spoke with someone which was about 2 weeks ago, said that the $36 fee was being refunded. What is the status of this refund?

  Business Response

  Date: 08/17/2023

  Complaint ID: ********

  Res#: K5652486861

  RR#: 403892101

   

  Thank you for contacting us. Please accept my apology for any inconvenience caused when the location was closed upon your arrival. As a gesture of goodwill I have added 950 gold points to your Hertz account to use towards a future free day. Please rest assured we will address your experience with the appropriate Hertz management. 

  In regards to your previous rental the refund for the late return fee in the amount of $41.12 was processed. Please allow up to 7 days from today 08/17/23 for the refund to post to your account. 

  Customer Answer

  Date: 08/18/2023

   
  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:07/28/2023

  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.

  Hertz Rental Record #*********. The original transaction occurred way back in November 2019 when I rented a car in ******, **. I returned the car with no damage, and was able to rent other Hertz cars without problem. However, in September of 2022 I received a notice from ************************* at ********************** (a collection agency) saying I owed $164.60 for damages I had caused to the November 2019 rental car. They sent photos of damage to the left rear fender, which had already been there when I rented the car. The incident report completed by the Hertz agent stated on Nov 3 that the damage "Might have been from previous, I thought so." I went back and forth with ********************** for months, with no official resolution, except that I stopped hearing from Viking. Since then, however, I have been suspended from renting from Hertz. On June 12, 2023, I wrote to Hertz Customer Relations, requesting to have my record cleared and to be able to rent from Hertz again. I sent them a copy of my Pre-Rental Vehicle Inspection Form from Nov. 1, 2019 (#********) that clearly shows a "scratch" on the left rear fender at the time I picked up the car. Today (July 28, 2023) I finally received an answer, saying they will be happy to rent to me again IF I pay for the damage to the left rear fender. There was no acknowledgement whatsoever of the Pre-Rental Vehicle Inspection Form that I sent them as proof that I did not do the damage. I wish to have the charges removed from my record and to be allowed to rent from Hertz again.

  Business Response

  Date: 07/31/2023

  BBB Case number: 20392818
  RA #: 160617026
  
  This is in response to ***********************, 

  In review of your comments and the information available in our system, our ***************** has advised the claim has been closed and you have now been removed from our Rental Suspension list.

  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: 07/31/2023

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

• Initial Complaint

  Date:07/28/2023

  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.

  I made a reservation with Hertz a few months prior to my reservation date starting on 6/15. The reservation was for 4 days and the total came to $200.53. Hertz tried overcharging me $386.13. I submitted a dispute with ****************,as I couldn't get an actual person at the company to answer the phone. I provided proof of my reservation showing the pick up dates and total to which **************** refunded me the overcharged amount. Hertz is now harassing me and falsely claiming I owe them the overcharge amount.When I returned the car on 6/17 (a day early no less), I was told by the intake employee that the charge on my card would revert back to what was listed on my reservation confirmation ($200.53) by midnight that night. When I tried calling the following day to let them know this didn't happen, I spent an hour trying to get a hold of an actual person only to be sent in circles by their automated system.This is why I had to file a dispute with **************** to get the refund I was owed.I have filed a complaint with both the ***** AG's office as well as the ************* AG's office.

  Business Response

  Date: 07/31/2023

  BBB Case number: 20392374
  RA #: 384226695
  
  This is in response to *********************, 

  In review of our records, you had booked the reservation for pick up at noon on June 15 and return at noon on June 19. When a rental is booked for pick up at noon or later on a Thursday and return by the following Monday, the weekend rate would apply for the full 4 day rental. However, we are showing you actually picked up your rental 10 hours early, at 1:52am on Thursday, therefore, the weekend rate was no longer applicable. 

  When the rate quoted on the reservation was no longer applicable, the location applied the current local rate available, instead of the Hertz Family weekday rate. The Hertz Family weekday rate was approximately a total of $35 more than the rate quoted on your reservation. As a gesture of our concern, I have issued a removed the full outstanding balance that was owed on your June 15 rental, in the amount of $386.13. There is no longer a balance owed to Hertz for this rental. 

  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: 07/31/2023

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

• Initial Complaint

  Date:07/28/2023

  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.

  FRIDAY JULY 23RD, I RENTER A VEHICLE FOR A WEEKEND TRIP , I WAS GIVEN AN ELECTRIC ***. I ASKED FOR A GAS ***E AND THEY TOLD ME NO, ALTHOUGH THEY HAD A FULL LOT OF ***S. I. MY ENTIRE WEEKEND TRIP WAS RUINED, HAVING TO CHARGE THE *** IN OVER 100 DEGREE WITHOUT IT RUNNING TOOK 45 MIN ALONE TO GET TO 80% THE COST WAS NOT CHEAPER AND IT HAD TO BE RECHARGED MORE THAN ONCE A DAY TO SIMPLY MAKE IT TO A DESTINATION. NOW I CAME HOME & NEEDED TO RENT A *** BECAUSE MY *** IS CURRENTLY BEING REPAIRED AND I AM A SINGLE MOTHER OF TWO AND NEED TO BE ABLE TO GET TO& FROM WORK AS WELL AS THE CHILDREN TO SPORTS AND DAY ***E. I WENT IN TUESDAY TO GRAB THE *** & WAS UNABLE TO DUE TO THE PRICING ISSUE AND BECAUSE THEY COULD NOT RUN MY ***D MORE THAN ONE TIME IN A DAY , SO NOW I AM LATE OVER 4 HOURS TO WORK BECAUSE I WAITED. I THEN HAD HOPES THINGS WOULD WORK OUT THE NEXT DAY AND WENT BACK IN ONLY TO BE TOLD THEY WILL NO LONGER HONOR THE ***** PER DAY RATE TILL THE END OF DAY MONDAY. I CRIED, LITERALLY BEGAN TO CRY AND SHAKE BECAUSE LIFE IS HARD ENOUGH BUT NOW YOU CANT STAND BY YOUR PRICING, THAT I STRICTLY BUDGETED FOR. I FELT DEFEATED AND AGREED, FINE PLEASE I JUST NEED TO GET TO WORK.THEY AGAIN SAID, I DONT HAVE THE *** YOU WANT OR RESERVED, ONLY ELECRTRIC I DO NOT WANT THIS,THEY THEN SAID FINE THERE IS ONE,BUT IS SMELLS LIKE CIGARETTES .. ILL TAKE IT PLEASE JUST LET ME GET TO WORK.I DIDNT WANT TO EXPLODE ON THE PEOPLE IN THE OFFICE SO I CALLED THE CUSTOMER SERVICE ON 07/26/23 WHO ADVISED ME THE ***** PLACE WILL NEED TO FIX THE ***** AND CLOSE IT AND EXTEND IT TILL MONDAY. PLEASE SEE THE ATTACHED IMAGE , I SHOULD HAVE ONLY NEEDED TO PAY AN ADDITIONAL **** TO KEEP THE *** TILL MONDAY AT 5 PM AND YET IM BEING BILLED ***** PER DAY AND COULDNT TAKE A *** OUT ,I AM NOW ******* WAS NOT GIVEN THE FIXED ***** AS PROMISED AND HOW NO IDEA HOW I WILL GET ME OR MY CHILDREN AROUND.THE WOMAN THERE GAVE ME A COUPON FOR ***** AS IF THIS MAKES UP FOR ANYTHING BEING DONE. I AM BEYOND UPSET

  Business Response

  Date: 08/16/2023

  BBB Case number:   20392244
  Res ID or RA #:  427621784
  
  This is in response to *************************************,
  
  We sincerely apologize for the inconvenience experienced.  I have verified this matter has been discussed with our **************** team directly.  A credit of $135.52 has been processed to your **** account.

  Thank you for contacting us.

  
  

• Initial Complaint

  Date:07/28/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a Tesla through the Hertz/UBER program for 4 weeks. I returned the car in perfect condition a day early and paid the balance in full that day. The staff at the local branch was excellent, however after returning the car I found out I had been placed on a do not rent list. The local branch apologized for the headache and provided me a number at corporate to resolve. 10 months later and I have still not been removed from the list after repeated inquiries nor have I had the courtesy of receiving anything more than cookie cutter replies and rudeness. From what I gather Hertz had a system based issue that did not allow them to process weekly debit card renewal's so even though the balance was paid in full upon return to the same card on file it somehow placed me on the do not rent list. I travel a good deal for business and would like to continue to participate in the Uber Rental program as well so I need a resolution asap.

  Business Response

  Date: 07/31/2023

  BBB Case number: 20392049
  RA #: 834547431
  
  This is in response to *******************************, 

  In review of our records,the original contract for your Uber/Hertz rental was for September 2-9, 2022. Under the Uber/Hertz agreement, the contract can only be extended for 7 days at at time, the renter would need to call in to Hertz to extend the rental every 7 days(maximum rental length 28 days). There is no indication in our systems that you called in to extend your rental, but kept the vehicle until September 29, 2022. Due to the delay return noted in our system, the rental was placed in overdue status and repo hired. Due to the overdue status, you were placed on our Rental Suspension status and this suspension cannot be removed.

  Thank you for giving me the opportunity to review this matter.

  
  

  Customer Answer

  Date: 07/31/2023

   
  Complaint: 20392049
  
  I am rejecting this response because: The contract with UBER/Hertz was a 4 week arch with weekly renewals via the Uber/Hertz, program and the car was returned and paid in full within that window. I had the same card on file the entirety of the rental which was used by Hertz to close out the rental. I repeatedly communicated with their 800 number to let them know the weekly process was not working with their automated or online platform and to inform them that the vehicle would be returned which it was in perfect condition and paid in full within the ******* have rented with Hertz multiple times over the years for business and personal and need to continue to for work. There is no reason I should be penalized for their systems inability to properly process weekly renewals the local branch even said as much when they apologized for the headache.  Repossession did not even come into play as I returned the vehicle myself within the four week arch so that is ridiculous for them to even mention. There is no common sense logic being applied on the behalf of Hertz in this situation. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 08/07/2023

  BBB Case number: 20392049
  
  Res ID or RA #: *********
  
  This is in response to ***************************,
  
  The reservation K2382982728 was booked for 7 days, from September 2 - 9, 2022.  The actual rental was from September 2 - 29, 2022. The rental was never extended after September 9.  All attempted credit card authorizations were denied.  Therefore, the car was overdue and a repossession team was hired.  The customer's ********************** privilege's were suspended and we stand by that decision.
  
  Thank you for contacting us.

  Customer Answer

  Date: 08/09/2023

   
  Complaint: 20392049
  
  I am rejecting this response because:

  If Hertz is unwilling to remove me from the do not rent list I am requesting they refund the balance of the rental in full in the amount of $1956.77. The car was returned by me before the 4 week Hertz/Uber rental inspection renewal date, it was not repossessed, and the charges were paid in full on the card they had on file for the entirety of the rental.

  I have used Hertz for decades and after months worth of cut and paste replies and the complete absence of any common sense or business acumen being applied in this matter I am done. I have yet to hear from anyone in a leadership role at the company or for that matter anyone in the department. Their recent struggles in the market and horrendous reviews on BBB and other reporting platforms make complete sense. it is unfortunate because they used to be one of the better providers.

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

  Business Response

  Date: 08/17/2023

  Complaint ID: ********

  RR#: 834547431

   

  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.  
  
  Thank you again for contacting us.

  Business Response

  Date: 09/07/2023

  BBB Case number: 20392049
  RA #: 834547431
  
  This is in response to *******************************, 

  I can confirm the rental was for 4 weeks, from September 2-29. 

  I have reviewed this case with my manager again and based on the information provided by the customer, we have removed the customer from permanent suspension and he is able to rent with Hertz again. 

  Thank you for contacting us.