Business Profile

Auto Rentals and Leasing

Hertz

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Auto Rentals and Leasing.

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

7,207 total complaints in the last 3 years.
1,725 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: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.
Rental reservation #***********.I made the reservation several days prior to the pick up date. On 7/28, I went to the wrong location. The employee at the ********** location called the Roswell location around 8:30am, and provided my reservation number. I was then informed there were no cars available for **** called the Roswell location several hours later to see if they had cars available, and they advised me they had a car earlier for me, but because I didnt come get it they released it. I explained the ********** location called them, and provided them my reservation number, and was told there was not a car for me. The Roswell location said there was nothing they could do to assist **** also checked my email and at 8:15am I was emailed a rental agreement with vehicle information on it, and showing charges to my credit card. At 8:15 I was standing in line at the ********** location waiting to be helped.Finally I called the customer support phone number and was advised there was nothing they could do to help.
Business Response
Date: 07/31/2023
BBB Case number:  ********
Res ID or RA #:  ***********

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

We apologize for any misunderstanding regarding your confirmed reservation. I have verified the reservation was confirmed for renting at our Roswell location. Please note, the rental agreement and authorization reflected on your account represents the ************ pre-authorization taken at the time of rental. Since a vehicle was not received, the rental agreement was voided and the authorization was released.
We apologize the location did not have a vehicle available when contacted. However, the pre-printed rental agreement and authorization demonstrates a vehicle was available at the confirmed rental time. Therefore, we are unable to meet your request for compensation.
Thank you for contacting us.

Customer Answer
Date: 07/31/2023

Complaint: ********

I am rejecting this response because:
While at the incorrect location, the representative called the Roswell location, provided my reservation number and asked if they had any cars for me and was told no. Additionally, the rental reservation confirmation email was sent to me at 8:15am, and indicated I picked up the vehicle. At 8:15 I was standing in line to speak to a representative at the incorrect location.
Sincerely,

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

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

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

Again, we regret ************ went to the wrong location for her rental. We apologize *********** location didn't realize they had already assigned a vehicle to ************ when the ********** location called. We regret any inconvenience this caused.

Thank you for contacting **.
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.
We booked a rental car for the date of 7/28 from this Hertz location in *************, **********. Our rental record # is ********* We arrived at 9am, the time of the reservation. We waited for over an hour since they did not have cars. We get a car around ****am, and the manager leads us outside and says that he needs to do an inspection. He does the inspection, he does not mention anything to us at all. We get home to put the suitcases in the car and notice that the front tire has a bulge in it. A pretty large bulge. This is very unsafe to drive on. We called and asked for a solution, and they told us they had no cars and that the bulge was listed on our contract. The person on the phone recommended that we drive over an hour to another location on the bulging tire to get another car. We were never informed of the bulge in the first place. When we went to return the car, the manager said that he received it from the ******* location and had not inspected it himself, and that the bulge should have been caught by the ******* store. He admitted it was unsafe to drive on and that we never should have received that car. He voided our transaction. This complain is not about the financial issue here since we did get our money back. This is about the fact that this was a critical issue with the car that could have failed and killed us. This is about the company not caring about safety and security. The bulge could have caused the tire to explode and could have killed me and my husband. We were going to be driving over 400 miles on the highway with this car. I would really like to see some follow up on this and some punishment. They could have killed me and my husband by renting out a car that was KNOWINGLY unsafe to drive. We are considering legal action.
Business Response
Date: 07/31/2023
BBB Case number:  20391057
Res ID or RA #:  428889322

This is in response to *********************,
All vehicles should be properly cleaned, serviced, and in good mechanical condition before being released for rental. The condition of the vehicle you received is a concern to us, and we sincerely apologize for the inconvenience you experienced. We always want to provide quality vehicles to our customers and certainly appreciate your letting us know of your experience.
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 location management.

Thank you again for contacting us.

Customer Answer
Date: 07/31/2023

Complaint: 20391057

I am rejecting this response because:
This response is impersonal and lacks any real information on what is going to be done to prevent this in the future. We did not just experience an inconvenience. If we had driven this car as intended, not noticing the tire bulging, it could have exploded and we could have been seriously injured or killed. Or seriously injured and killed a stranger on the road. The associates at the specific location we were at were also very rude to us, specifically the associate we spoke with on the phone. That call should have been recorded and I suggest the business listens to it. I am fully unsatisfied with the clinical and almost uncaring rponse that I have received.

Sincerely,

*********************
Business Response
Date: 08/01/2023
BBB Case number:  20391057
Res ID or RA #:  428889322

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

Thank you for your reply. As indicated, the condition of the vehicle you received is a concern to us and this matter will be provided and review by the appropriate location management. I assure you every effort will be made to prevent a situation of this kind in the future.
I have verified the rental agreement was voided by the location. Therefore, no billing was processed. As a gesture of our concern, $100.00 in rental certificates are being mailed to *********************************** at the address indicated on the rental agreement.

Thank you again for contacting us.
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.
Rental Rec ********* Case # ******** I rented a car from Orbitz/ Hertz, dates 7/18-7/23, rental was from ******, ** airport and to be returned to ******, ** airport (********************************). I was traveling with my 5-year-old daughter. The car was retuned by me on 7/23 at 5:20am at the **************. My flight on Jet Blue 87 was at 7 am, I printed my boarding pass at 5:33am according to the uploaded boarding pass. I stayed the night in ****** at a hotel and filled up the car prior to returning it. I paid to Orbitz $$342.46 for the rental.When I pulled into the ************** rental garage, I parked the car in the Hertz parking zone in front of the Hertz booth. I was approached by a gentleman with a clipboard (***** yrs with glasses and mustache), I asked him if I was in a good spot, he said yes, at the same time that was another man who was moving rentals cars from the other lane. The man with the mustache approached my car 2 times, asked me about by keys and fuel. I took my luggage and daughter from the *** ********** Escape), I asked him for a receipt and was told that one would be emailed to me. I did not think anything of it, as I was told the same at the hotel when checking out and proceeded out of the garage to the Jet Blue kiosk. On 7/25 a charge posted $367.48; when I called Hertz, I was told the fee was for returning the rental to ******, **. I RETURNED THE RENTAL *** TO ORIGINAL PICK -UP LOCATION AT ******, ** AIRPORT, I DID NOT DRIVE THE *** TO ******, ** AND DO NOT KNOW WHO DROVE THE *** TO ** AFTER I DROPPED IT OFF AND WHY.This is an inside job & a scam at the ****** location between Hertz employees and theft of my money. I called on 7/25, I told the Hertz agent that I have a boarding pass for ************** and I will be seen on camera at the airport dropping off the car. None of that mattered to them because the *** was dropped off in **, again not by me. I spoke with 3 different agents and Hertz FB and nothing. HELP
Business Response
Date: 08/16/2023
BBB Case number: 20390915
RA #: 423567362

This is in response to *********************,
After reviewing the charges, I have determined a credit is due. An adjustment of $253.33 is being processed to the account billed. I sincerely apologize for the billing error. The adjustment is being made at this time, but may not appear on the next monthly statement due to billing cut-off dates.
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: 08/16/2023

Complaint: 20390915

I am rejecting this response because:
I am also due money back for tolls, billed on 8-4
$30.87
I did not use that much by driving from ****** to ***** ** and back. Please review.

Sincerely,

*********************
Business Response
Date: 08/23/2023
Complaint ID: ********
RR#: 423567362

Please accept my sincere apology for the billing error related to the toll charges. I have advised our Toll Processor to refund any toll fees that occurred after the time you returned it on 07/23/23. Please allow up to 10 days for an adjustment.
Customer Answer
Date: 08/24/2023

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.
On July 18th I called Hertz rental car . Made a reservation for 7/20/23. That morning they text and said there are not anymore rental cars. They ran the monet through my account anyhow. The amount of $843.58. I called and they said it would take 24 hours. Never happened. Called back. They said 48 hours. Called back they said 7 to 10 days. They charged the account a day after my rental card was cancelled. I am disabled and have limited funds. This caused a hardship. I was with my disabled father. Without a car. This should be illegal. Charging when I never got a car. Please accept this complaint. Thank you *********************
Business Response
Date: 07/31/2023
BBB Case number:  20375313
Res ID or RA #:  K5573608014

This is in response to (add customers name),

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. I have verified a credit for the prepayment of $843.58 is being processed to your **** account.

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.  I assure you every effort will be made to prevent a situation of this kind in the future. Your business is valued and we hope to be able to serve you in the future.

Thank you for contacting us.
Initial Complaint
Date:07/28/2023
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.
I made a rental on the hertz website - K56349913A8. One day before the rental, I checked my hertz gold account for the reservation, and found out the reservation had been canceled. I never canceled this reservation, and on top of that I never received any communication that the reservation had been canceled - no email. I called the hertz gold support, and they offered to rebook the car for 2X the price of what my reservation was, and said there was nothing they could do to correct a mistake that Hertz made. To start off its crazy to charge a customer for a mistake you made. So, I went ahead and booked with a different company, but still had to pay more than my original Hertz reservation.
Business Response
Date: 08/15/2023
BBB Case number: 20389459
Res ID : ***********

This is in response to *******************************,
We sincerely apologize your July 29 reservation was cancelled in error. 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 the alternate rental company. Additionally, we will need the full credit/debit card number with expiration date for the reimbursemet

When sending the requested information, please reference case number 194038. Also,as a reminder, please do not send confidential information through e-mail,since this is a non-secure medium. If confidential information is being sent, please use the mailing address listed below or contact our ************************** departmant at **************.
Address:           The Hertz Corporation
                                                P.O.Box 26120
                                                *************, ** 73126
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:07/28/2023
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.
I made a reservation for a vehicle to be picked up at 12:30 PM on a Sunday. I received a reminder today about the reservation, confirming my pick-up time at 12:30 PM. Underneath that were the location hours - the Sunday hours are 2 PM to 6 PM. **** ******** ********** How was I able to make a reservation at a time when the location is closed? This is at least the 3rd time this has happened to me with Hertz. Twice I was able to make reservations at locations that were not actually open on the day I requested the vehicles. I would show up to the locations, and the office would be closed. Hertz offers ZERO help in these situations. Calling their customer service line yields no results. In addition to this latest challenge, they are also fraudulently charging for their "plate pass" program and forcing customers to upgrade due to no other vehicles being available at the time of reservation. Their business practices are incredibly corrupt.
Business Response
Date: 07/31/2023
BBB
Case number: ********
Res
ID or RA #: *********

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

We sincerely apologize for any inconvenience experienced during the confirmation of your reservation. Our reservation system will allow the confirmation of reservations outside of the locations operating hours. However, a warning message is provided in these instances advising of the locations operating hours. This message is displayed as a pop up and is reflected at the bottom of your reservation confirmation page.
As a service oriented company, we rely
on customer feedback to help us maintain and improve our service
standards. Please be assured your
comments will be shared with the appropriate Hertz management.

Thank
you for contacting us.

Customer Answer
Date: 07/31/2023

Complaint: ********

I am rejecting this response because:

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.
I rented a car using the Uber rents program and seemed to always have an issue with the auto renew team authorizing one amount been then charging me another amount that was a few dollars more. On 7/25 I renewed car for another week in the amount of $403.00. Imagine my surprise when they charge me $474. When calling the renew team they say they have no record of the transaction and refer me to the location I made the rental agreement with. When speaking to that location they state they dont keep those records either. Ill be going to get complete records and sending them to my lawyer. A shady business practice never rent from HERTZ they give you 3 different prices and charge you a 4th without your authorization
Business Response
Date: 07/31/2023
BBB Case number: 20389115
Res ID or RA #: *********

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

Attached is a copy of the invoice for 7/18//2023 through 7/25/2023. We apologize for any misunderstanding regarding the billing received. Our records indicate an additional amount has been applied for charging fees.

We hope this clarifies the billing. Thank you for contacting us.
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.
I reserved and paid for a Hertz vehicle rental on 6/19/23 for $675.71 ffor the dates of 7/7-23 - 7/15/23. 1. The Hertz tire light on the Hertz car came on when we pulled out of the driveway on 7/8/23 to drive 700 miles. We aired up the Hertz tire.2. The Hertz AC in this junk van did not work properly all the way down to ***********. 3. The Hertz wiper blades on this junk van were old and didn't work well.4. The Hertz tire had 19 lbs of pressure on Tuesday, July 11. We had to air up the Hertz tire AGAIN, but it wouldn't hold the recommended 36 lbs of pressure. When we called Hertz to get it switched out on 7/12/23, we were directed to go to a Hertz location in *****, ** and they had NO VEHICLES to give us. 5. No one at this Hertz location was willing to pick up the phone and help us locate a car. Their suggestion was to just drive an hour and a half to ********* to see if they had a vehicle. Which is what we did.6. ********* airport Hertz had no vehicles. We're still driving in a junk Hertz car with a flat tire, no AC and bad wiper blades in the pouring down rain.7. Went directly to Budget in ********* and spent another $693.47 after we had spent $675.71 for the Hertz rental.8. Returned the Hertz vehicle to Hertz in ********* - watched a COCKROACH crawl across the Hertz sign behind the counter - where I was told by the Hertz manager that my contract was being voided and my credit card would get credited - NEVER HAPPENED. Incidentally, they also did not have any vehicles to switch out. 9. Went about our vacation in a pristine **** Edge from Budget with no problems, issues, or complaints. 10. YET STILL, NO ONE AT HERTZ IS ACCEPTING FULL RESPONSIBILITY FOR THEIR VEHICLE AND GIVING ME A FULL CREDIT. YOU'RE ACTUALLY WANTING ME TO PAY FOR 4 DAYS WHILE WE WERE DRIVING A FAULTY VEHICLE WITH LOW TIRE PRESSURE (VERY DANGEROUS), NO AIR CONDITIONING AND BAD WIPER BLADES (ALSO VERY DANGEROUS!!!!! HERTZ LEFT ** STRANDED IN *********** AND WE HAD NO CHOICE BUT TO RENT ANOTHER VEHICLE, COSTING AN ADDITIONAL $693.47 FOR THE REMAINING 5 DAYS OF OUR VACATION !!!!!!!!!!!!!!!!!!!!!!!!! Here is the bottom line. I am also currently disputing the charges with Hertz on my credit card, and I will win this dispute. I gave them ample opportunity to credit me for their junk rental and all they have offered to do is credit me for July *****. I had to spend a full day of my vacation running around ******* and ******* finding a Hertz vehicle that didn't exist, spending time away from my family that met us there from ***** that I only get to see once a year - if I'm lucky, spending more money to get a dependable vehicle, and trying to rest and relax at the beach from a hectic and busy medical office Manager position with my family.
Business Response
Date: 07/31/2023
BBB Case number:  20388639
Res ID or RA #:  K52607070A9

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

All Hertz vehicles should be properly cleaned, serviced, and in good mechanical condition before being released for rental. The condition of the vehicle you received is a concern to us, and we apologize for the inconvenience you experienced. We always want to provide quality vehicles to our customers and certainly appreciate your letting us know of your experience. Please be assured this matter will be reviewed with our maintenance personnel and the appropriate location Management.
As a gesture of our concern, a credit for the full prepayment of $675.71 is being processed to your MasterCard account.

Thank you for contacting us.

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. Please issue this credit as soon as possible.

Sincerely,

*************************
Initial Complaint
Date:07/28/2023
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 am writing to initiate a formal complaint against Hertz Corporation. I rented an automobile from their branch in ******, from June 30th to July 8th. I purchased collision insurance although I was never told that the policy included a ***** Euro deductible. My **************** card was billed for 2 charges on June 29; **** Euro ($1366.75 US), and ******* Euro ($1432.40 US). I was not informed what these were for. Upon returning the automobile on July 8, ahead of the scheduled return, I was notified that there was a small crack in the windshield. I was charged 800 Euro plus the *** tax because the collision policy I purchased carried a ***** Euro deductible. On July 8, my **************** card was charged an additional 992 Euro ($1086.34) for a total of $3885.99 US. The statement that I was presented with (copy enclosed) shows total charges of ******* Euro. I was therefore billed a total of ******** Euro with no explanation offered for the **** Euro overcharge.I communicated by email with customer relations at ********************** on two occasions and was told that the charges were correct (copies of the emails attached). I am due a **** Euro refund which I have not received as of this date. Hertz has been poorly responsive to my complaints.I would greatly appreciate your assistance in this matter.
Business Response
Date: 07/31/2023
BBB Case number:  20383506
Res ID or RA #:  K4721755346

This is in response to *************************************,
We apologize for any misunderstanding regarding the Non Waivable Excess (deductible). This amount is advised on the rental agreement presented for signature at the time of rental.  Hertz personnel will explain any part of the rental transaction, especially those parts where the customers have options. Our representatives try to anticipate customer questions; however, they do not cover every detail of the rental transaction due to the time constraint this would place on travelers. The rates, conditions, and other pertinent information are printed on the rental agreement. Customers are encouraged to ask any questions for further clarification before signing the contract and accepting the stated Terms and Conditions.

We regret any misunderstanding regarding the charges billed. We have verified the amount of ******* EUR represents the authorization hold. Hertz rentals are not billed until the car is returned and the contract has ended. Once the rental is returned, the full rental charges are then billed to the credit/debit card. The holding funds are then released. Please note, once the authorization hold has been released from the customer's account, it will not appear as a credit. It will just be removed from their 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. Since the card issuer is responsible for releasing authorization holds/funds back to their customers' accounts, we recommend you contact the card issuer directly.

Thank you for contacting us.

Customer Answer
Date: 07/31/2023

Complaint: 20383506

I am rejecting this response because: 1: I was never given a document to read or sign regarding the $1000.00 Euro deductible. Had I been given such a document to read and sign, I never would have signed it. This is poor business practice. 2: To date my **************** statements show no credit or elimination of the **** Euro initial deposit despite the fact that I was issued a pre authorization reversal receipt. To date, this reversal has never appeared on my **************** statements. I am still due a **** Euro refund.

Sincerely,

***************************
Business Response
Date: 08/07/2023
BBB Case number: 20383506

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

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

Attached is a copy of the signed rental agreement. The ******* EUR deductible is listed below the box where the Collision Damage Waiver was accepted. Also attached is confirmation that the ******* EUR authorization hold was released. Please note, once the authorization hold has been released from the customer's account, it will not appear as a credit. It will just be removed from their 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: 08/09/2023

Complaint: 20383506

I am rejecting this response because: A: I was never given a copy of the collision policy to read or sign. Had I seen it, indicating a ***** Euro deductible, I would never have purchased the policy. B. There are three charges on my **************** card from AUTOHELLAS HERTZ. THE **** EURO charged to my account on June 30, 2023 was never removed as Hertz alleges.

Sincerely,

***************************
Business Response
Date: 08/16/2023
BBB Case number: 20383506
Res ID: ***********

This is in response to *************************************,
Regrettably, we are unable to reconstruct the conversation between our representative and yourself. Therefore, we must rely on the signed documentation, which indicated there would be a *******EUR deductible with the optional coverage you selected/accepted. A copy of the signed rental agreement is attached for your review.
When the car was returned, the location released/voided the authorzation hold/deposit that was aplaced at time of pick **, in the amount of 1250EUR. Depending on the bank, there may be a delay between the time the release/void 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.
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.
Initial Complaint
Date:07/27/2023
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 wanted to reach out to you regarding a reservation that I made this past Sunday (7/23) under confirmation number K5594818542. My reservation was scheduled between 8:30am - 9:30 am and when I arrived to pick up my car, the line was 2 hours long. I understand that I was told before that there will be delays, but when I reserve a car, I expect it to be ready at the time of pick-up due to events I have planned in the day. In this case, I had a very important interview scheduled in ************* and then had to drop people to the airport following my interview. After standing in line for 2 hours, I went up to the front desk where I was told that my car was not ready yet. I do not understand how my car is not ready 2 hours after my latest pick-up time and was told that I now need to wait a MINIMUM of 2 hours more for a car. At this point, I was already about to be late for my interview and had to use a GIG Car on the spot as this would not be possible. The cost of the Gig $81.59 (receipt attached) which I had to pay out of pocket due to the Hertzs negligence and refusal to help me. The car itself smelled terrible, was nearly out of gas (had to pay $32 in extra gas costs), and also was miles away so I had to Uber to the car. The least I would have expected is a free car upgrade or at least a voucher for the time I wasted and the money I had to spend on an Uber. Not only this, but the agents were in a hurry to push me out the door rather than trying to help me. I have never experienced anything like this and have never met a group of employees as unfair as the Hertz location that day. I genuinely believe that I deserve compensation for my time or I will further elevate this concern / my experience at this location. You can reach me at ************ if it would be easier to schedule a call.
Business Response
Date: 07/31/2023
BBB Case number:20387638

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

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

I 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. 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.

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 process a credit for the rate difference paid to Gig car rental and the out of pocket Uber expense, we will need the credit card number and expiration date. We also need a copy of the Uber receipt. I regret any inconvenience this may cause.

This information can be sent to ***********************************************************************. Please reference case number ******** when sending the requested information. You can send the credit card information via e-mail as long as you split the card number in two e-mails. For example, you would send the first 8 numbers in one e-mail and the second set of numbers in a second e-mail, along with the expiration date. You can also send confidential information by mail to the address below:

Hertz Rent-A-Car
P O Box 26120
*************, ** 73134

Thank you for contacting **.

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Important information

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Hertz is NOT a BBB Accredited Business.