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

  315 Malalpine Cresent Fort McMurray, AB T9H 4Y4

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:07/21/2023

  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.

  Subject: Extremely Disappointed with Car Pick-up Experience - Booking ID: *********** I am writing to express my utmost disappointment with the car pick-up service I experienced with Hertz on Saturday, July 15, 2023, at 10 AM. Despite prepaying for the rental, I was compelled to wait an intolerable 3 hours before receiving my car, as I was informed of additional charges if I failed to comply. This unnecessary delay completely ruined my plans for the day, and despite contacting customer service, no resolution was provided. This lack of responsiveness and disregard for customer satisfaction is unacceptable, and I demand full refund for my reservation amount of $127.50 Attaching my booking confirmation.

  Business Response

  Date: 07/24/2023

  BBB Case number:  20358423
  Res ID or RA #:  421523152
  
  This is in response to *****************************,
  
  We are always concerned when a customer is disappointed with a ********************** for any reason.  Please be assured, we never intend to delay or inconvenience a customer.  Normally, our inventory of vehicles is more than sufficient to meet confirmed reservations; however, on occasions,customers do not return vehicles as expected, and the resulting shortages cannot be overcome immediately.

  We are unable to meet your request for a full refund of the rental charge.  According to our records,the location has issued a $25.00 coupons as compensation for the delay.  As an additional gesture of our concern, a credit of $25.00 is being processed to your **** account.  
  
  Thank you for contacting us.

  
  

  Customer Answer

  Date: 07/24/2023

   
  Complaint: 20358423
  
  I am rejecting this response because:

  First of all I did not get any $25 coupon from desk. I am not sure what are you referring here. 
  As I mentioned I had to cancel my all other because of wait for car pick up. On your contract it says if I dont pick up car you will charge me No show fee. Instead I just want my money back for no cars and wait. Its as simple as that. 

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

  Business Response

  Date: 07/27/2023

  BBB Case number:20358423
  
  Res ID or RA # *********
  
  This is in response to *****************************,
  
  We sincerely apologize for the delay encountered.  Our customer should expect and deserve more from Hertz and there are a number of areas in which we have failed in this matter.  In the end, you have been disappointed with our service, and that's totally unacceptable.  That's certainly not the level of service on which we have built our brand, and I am sincerely sorry for what you encountered.  
  
  In this case, a car was provided for the rental, 2 hours past the original pick up time.  Had we not provided a vehicle, a full refund could be requested and issued.  However, since the vehicle was taken and driven for the day, a refund is not warranted.  We previously issued a $25.00 credit as goodwill.
  
  Thank you for contacting us.

  Customer Answer

  Date: 07/27/2023

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

• Initial Complaint

  Date:07/21/2023

  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 am very disappointed with their customer service. My wife was parked in a gas station in *****, ******* and a woman who had a car rented from Hertz hit my wife car. We have a police report and a Hertz case number. It has been almost a month and every time we call Hertz, we are told that they have to assign an adjuster and the adjuster will call us. So far the same song every time we call. Frustrating.The incident occurred 06/26/2023.The Hertz case number is 429 101 78

  Business Response

  Date: 07/24/2023

  BBB Case number:  20358062
  Res ID or RA #:  
  
  This is in response to *******************************,
  
  We apologize for the inconvenience experienced.  Any inquiry regarding damage charges is handled by our ***************** Department.  Any further correspondence should be directed to ***********************************************
  
  Thank you for contacting us.
  

• Initial Complaint

  Date:07/21/2023

  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.

  [Please see details in the attachment]Booking Confirmation#K53911321D6 Hertz ************* Case # ******** July **, 2023 (Most of the ordeal was video and audio recorded)************************************* ***************************************************** To: Better Business Bureau Subject: Complaint against Hertz Car Rental - Unprofessional Conduct, Mental Trauma, and Sudden Refusal of Rental Car I am lodging a formal complaint against Hertz Car Rental for a distressing experience during our trip from July 11 to July 18, 2023. I request your intervention to address unprofessional conduct, mental trauma, and the sudden refusal to provide a rental car despite our confirmed agreement.On June 30, 2023, I reserved with Hertz Car Rental for a family vacation. However, the ordeal left us deeply disappointed and frustrated. After waiting for about 2.5 hours, Hertz suddenly refused to provide the rental car in the evening, despite our confirmed agreement. The excessive wait, unprofessional behavior, and unjust police involvement caused immense mental trauma.Seeking a fair resolution and compensation for extensive damage. Trust BBB will take appropriate action.Sincerely,******************************************** ** ***** ************************

  Business Response

  Date: 07/25/2023

  BBB Case number:  20357669
  Res ID or RA #:  K53911321D6
  
  This is in response to *********************************,
  
  We sincerely regret the delay you encountered in *******.  Your frustrations at the rental counter are understandable.  Although our reservation system is designed to provide a vehicle at the time and place requested, situations can sometimes develop that prevent or delay us from honoring a reservation.  We apologize that in this instance there was a delay and you were inconvenienced.  

  I regret the situation was compounded at the rental counter.  Please be assured we have shared your comments with the appropriate Hertz location management.  We have also been advised that the counter representatives involved the police only after they felt threatened.  It was at the suggestion of the police that the counter refuse the rental and request the customer exit the facility.  Therefore, we are unable to provide compensation in this instance.

  Thank you for contacting us.

  
  

  Customer Answer

  Date: 07/27/2023

  
  Complaint: 20357669
  Better Business Bureau
  BBB Case number:  20357669
  Res ID or RA #:  K53911321D6
  
  Dear *********************************,
  I hope this message finds you well. 
  
  I am rejecting this response because:
  
  It contains inaccuracies and misleading information. I have documented the entire saga in a video, providing clear evidence of the events and the unprofessional behavior of the counter representatives. Unfortunately, the video file size exceeds the allowed limit for attachments, but I assure you that I possess all the necessary evidence to support my claims.
  
  Hertz states they shared my comments with the location management, but this alone does not address the issue. The behavior of the counter representatives raises concerns about Hertz's customer service standards. Moreover, Hertz claims that the counter representatives involved the police after feeling threatened, which is false. The video evidence proves I remained calm throughout the interaction.
  
  In fact, the police officer who responded was sympathetic and acknowledged that Hertz canceled my reservation, suggesting I contact their corporate office for clarification. The officer even advised me to visit other rental car companies' counters in the premises to secure a rental car for my family, understanding our transportation needs.
  
  Given the verifiable evidence I possess, it is clear that Hertz's response does not reflect the actual events. I am disappointed by the lack of accountability demonstrated by the company.
  
  I kindly request a thorough review of the situation, considering my evidence. I believe I deserve compensation for the inconvenience, stress, and unprofessional treatment during the rental process.
  
  Please advise me on how to submit 2 GB video recordings as evidence.
  
  Sincerely,
  *********************************

  Business Response

  Date: 08/02/2023

  BBB Case number:  20357669
  Res ID or RA #:  K53911321D6
  
  This is in response to *********************************,
  
  Thank you for your reply.  We apologize again for the inconvenience experienced.  As indicated, this matter has been reviewed with the appropriate location management.  As a gesture of our concern, $100.00 in Hertz rental certificates are being mailed to you.  We hope you will use these on a future rental and allow us the opportunity to regain your confidence.
  
  Thank you again for contacting us and bringing this matter to our attention.
  

  Customer Answer

  Date: 08/02/2023

  BBB Case number:  20357669
  Res ** or RA #:  K53911321D6
  
  To:
  
  Better Business Bureau
  BBB Case number:  20357669
  Res ** or RA #:  K53911321D6
  
  Dear *********************************,

  I am rejecting this response because:
  
  I am extremely dissatisfied with the response. The $100.00 in Hertz rental certificates offered does not come close to compensating for the distress and inconvenience my family and I endured during the rental ordeal, including the emotional trauma inflicted on my child.
  The incident at the Hertz counter was entirely unacceptable,with your representatives displaying unprofessional behavior and making false accusations. My rental was unjustly canceled, and law enforcement involvement only added to the distress, disrupting our travel plans and causing significant emotional harm to my child. The evidence I possess proves your representatives were in the wrong, and the police officer's *************** supports this fact.
  I cannot accept the inadequate $100.00 in Hertz rental certificates. I demand a full reimbursement for my initial reservation, along with compensatory and punitive damages to account for the mental trauma my child experienced due to Hertz's representatives' conduct.
  Mistakes happen, but it's vital for a reputable company like Hertz to take responsibility for its errors and treat customers with respect and fairness, especially when it involves a child's well-being.
  I urge you to reevaluate the situation, acknowledge the severity of the distress caused, and provide a more appropriate resolution that includes the necessary compensatory and punitive damages.
  

  Take my concerns seriously and resolve this matter promptly.
  

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

  Business Response

  Date: 08/04/2023

  BBB Case number: 20357669
  Res ID#: ***********
  
  This is in response to *********************************, 

  We have forwarded your comments to the location management for further review. The location General Manager has reviewed the camera footage for the day of your pick up on July 11 and spoke with the manager on duty at that time. Based on the information provided, we stand by our original decision and no additional compensation will be offered in this case. 

  We are showing your July ***** reservation was not prepaid, therefore, no charges have been billed for this unused boooking. 

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

  Customer Answer

  Date: 08/09/2023

  Better Business Bureau
  BBB Case number:  20357669
  Res ** or RA #:  K53911321D6
  
  Dear *********************************,
  I am writing to convey my profound disappointment in Hertz's handling of an extremely distressing situation my family and I encountered during a recent rental experience. Our grievance stems from Hertz's refusal to honor a confirmed reservation at the ******* Airport, ** location, which subsequently resulted in an avoidable $1500 expense for private transportation.
  What deeply troubles me is the lack of acknowledgment and redress for the emotional and financial hardships we endured. Hertz's ongoing disregard for addressing this matter only compounds my disappointment.
  Regrettably, I find myself with no alternative but to advocate for the Better Business Bureau's consideration of the cancellation of Hertz's membership. This step is vital to caution potential customers about the treatment they might face and emphasize the importance of accountability.
  I want to highlight that I possess comprehensive video evidence capturing the entire incident. Given the evident lack of acknowledgment and resolution, I am compelled to seek intervention from the Better Business Bureau (BBB) for an impartial assessment of this situation.Furthermore, I feel a moral obligation to escalate this matter to the attention of ********* Attorney General to ensure fairness prevails and to safeguard others from similar distressing experiences.
  I implore you to review your position thoughtfully, taking into account the emotional toll this incident has taken on my family. A just resolution that appropriately addresses the gravity of the situation, including suitable compensation and acknowledgment, is of utmost importance.
  I eagerly await your timely response.
  
  Sincerely,
  *********************************

• Initial Complaint

  Date:07/21/2023

  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.

  Rec#********* I am a president's ****** member. I booked the reservation through my P.S. membership.While checking in, I had to upload a new license number. Doing so, the ********************** app. somehow created a brand new gold profile and the reservation was automatically moved from president's ****** to this brand new gold membership, which I didn't do.I spoke with 4 agents for more than 3 hours on July 7th, 2023 to get this corrected. Each agent confirmed that the new gold profile has been disabled now and the initial reservation has been moved again to my presidents ****** membership. When I go to airport for pickup, I won't have any issues.I reach airport on July 8th, and to my surprise, the reservation wasn't listed on the screen. After waiting for 30 min in line (despite being president's ******), the checkin agent (*********** manager) mentioned that the reservation does not belong to president's ****** club and I will have to pickup a lower category vehicle. He refused to listen anything and asked me to move out of line and cancel the reservation if I didn't needed the vehicle. This happened with my 3 years old after 6 hours of trip. Finally we had to pickup a basic vehicle from gold + line. Additionally, I returned the vehicle on 15th July and surprisingly I was charged for 16th July as well. Only if I had not noticed this, this would have been a theft by hertz.I ask for refund for my entire or partial reservation since I was unable to access my president's ****** rights and vehicle choice.

  Business Response

  Date: 07/24/2023

  BBB Case number:  20356219
  Res ID or RA #:  407675553
  
  This is in response to *************************,
  
  We sincerely apologize for the inconvenience experienced.  We have verified the reservation was not confirmed with the correct President ****** Gold number.  However, this has been corrected in the system.  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.  

  We are unable to meet your request for a full refund of this rental.  However, a total credit of $156.33 is being processed to your **** account.  This amount represents the charge for 1 additional day, as well as a $50.00 credit for the service received.
  
  Thank you for contacting us.

  
  

  Customer Answer

  Date: 07/24/2023

   
  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:07/21/2023

  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.

  On Sunday, January 15, 2023 I made a reservation with Hertz for a medium size sedan to be picked up at the *****************. When I made the reservation it stated that I would be given a medium size sedan or similar. When I got to the *****************, I went to the Hertz desk and When I got to the counter, I was told by the that the only vehicles left were pick up trucks. I repeatedly asked the agent. Are you sure there is nothing else. I was told that was it and thats all they could give me. I had traveled up to the ********* area for a family death and had to get into ******* so I took the pick up truck. I had a horrible time trying to get into the vehicle as it was high up the ground and did not have a running board. I had to make several stops on my way into town, and had extreme difficulty getting into the vehicle and almost fell out of the vehicle each time I tried to exit . I am a 76 year old smallish woman and I was extremely nervous about falling while trying to enter or exit the vehicle. When I got to ******* my were shocked to see that I had a pick up truck I explained the situation. We tried calling Hertz to see if it could be exchanged the next day for a type of vehicle for which I had originally contracted. He was on the phone for several hours, and was told that Hertz had absolutely no record of the car, the truck or the rental. Consequently, I parked the truck where it was and it stayed there until it was driven back to the airport for my flight back to ******* Thursday. When I got home, I contacted customer relations. The response was they were sorry, but these things sometimes happen. I wrote back stating I felt I should have been offered another vehicle their response was it was an upgrade so no no adjustments would be warranted . I fail to see a large Dodge Ram pickup as an upgrade for a sedan. I am very disappointed with Hertz, a company I have dealt with for years.

  Business Response

  Date: 07/24/2023

  BBB Case number:20355558
  
  Res ID or RA #:*********
  
  This is in response to *****************,
  
  I apologize for the inconvenience experienced when the reserved car class 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 providing the car class reserved.  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 certainly understand Ms. ******** disappointment.  As a gesture of our concern, we would like to issue a credit of $75.00.  However, since the charges were not billed through this office, we do not have access to the credit card information.
  
  Therefore, in order to process a credit, I will need the credit card number and expiration date.   
  
  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 **.

  Customer Answer

  Date: 07/25/2023

   
  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:07/21/2023

  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.

  Summary:1. I rented 2 cars and explicitly declined optional charges twice (I accepted pre-paid fuel). After Hertz agent confirmed with me that I declined charges, he asked me and my son (the other driver) to sign the screen. He NEVER reviewed charges with me and assured me that nothing will be charged to our credit cards, and that we'd take care of the final bill upon returning the cars.2. Upon returning the cars, the lady inspected the cars and moved on. I inquired about our cars; she said we're good to go and told us to head to the shuttle. She did NOT review charges with me, nor issue me a printed receipt to review, as other co.'s do.3. I wondered about the receipts. After a few days, we checked our credit card charges online. Hertz charges were 50%+ more than total price on our reservation that states, "The total price includes all mandatory taxes and fees."4. I acquired receipts online from Hertz and discovered optional charges that I explicitly declined twice (and he acknowledged) before telling me to sign. I ALWAYS and have ALWAYS declined these charges over the decades.5. I filled out a Hertz form online to dispute the charges. The pop-up reply said they would contact me in 3-5 days. No one ever did.6. I spoke with an customer service agent over the phone (*****) for 30 mins. and explained what happened. She said that because my signature is on the contract, nothing can be done. I pushed back and she said she would escalate this to someone and they would reply.7. We went back and forth via email 3x; each time, Hertz replied saying no refund is due because the contracts show items accepted, and each time, I replied saying that I never accepted, that the agent entered it anyway, never reviewed charges, and sent me on my way.8. BBB site says to write Hertz executive care team first, before writing BBB. I did on 7/12/23. They said they'd reply in 2-3 days or earlier. On 7/18/23, I emailed again to follow up. As of 7/21/23, no response.

  Business Response

  Date: 07/25/2023

  BBB Case number:20355163
  
  Res ID or RA #:*********/*********
  
  This is in response to ***********************,
  
  We regret any misunderstanding regarding the optional services billed.  For rental *********, as a gesture of our concern, a credit of $389.13 is being issued to the **** account ending in 7606.  This represents the Loss Damage Waiver, ************************* plus applicable fees and tax.  On rental *********, a credit of $337.82 is being issued to the **** account ending in 4477.  Please allow 5 to 7 business days for these credits to post to the accounts.
  
  Thank you for contacting us.

  Customer Answer

  Date: 07/25/2023

   
  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:07/20/2023

  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 contacted Hertz, well in advance of a planned trip to ******, ********, and specifically reserved a long range Tesla due to our planned destination being very far away. The rental agreement number is ********* / Reservation ID is *********** / Document is ************. The prepaid charge was applied to my **************** Card on April 30, 2023 in the amount of $286.34. When we arrived to pick up the vehicle on May 12, 2023, we were told that they did not have any long-range Tesla vehicles available. They offered a short range Tesla and we were left with no choice but to accept it. It took them almost an hour to bring this vehicle from the lot to the pick up location. We were also told that a refund for the difference in vehicles would be processed after we returned the vehicle. After multiple promises of a refund, including being told that it was approved and processed, I have not yet received a credit to my **************** account. This is by far the worst experience that I have ever had with a vehicle rental company. I have disputed the full charge with ****************, due to breach of contract and borderline fraud for not receiving the promised refund. I have requested multiple times that Hertz provide a full refund, since they did not provide the vehicle that I rented and due to the overall negative experience. Each representative says that they can't do this. Hertz needs to do the right thing and refund the $286.34 charge and provide an apology for this awful experience.

  Business Response

  Date: 07/24/2023

  BBB Case number:20353306
  
  Res ID or RA #:*********
  
  This is in response to *********** Elsevier,
  
  I apologize for the inconvenience experienced when the reserved car class 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 providing the car class reserved.  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 certainly understand Mr. ********** disappointment.  However, he was provided a vehicle and drove it for 2 days.  Therefore, a full refund is not warranted.  As a gesture of our concern, a credit of $143.17 is being issued to the **************** account ending in 3007.  This represents half of the prepaid amount billed.  Please allow 5 to 7 business days for this credit to post to the account.
  
  Thank you for contacting us.

  Customer Answer

  Date: 07/24/2023

   
  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,
  
  *********** Elsevier

• Initial Complaint

  Date:07/20/2023

  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.

  Expedia itinerary: ************** Confirmation: #K5243863754 morning I rented a car June 15 through June 30 through Expedia. I was given one price for two weeks. Im sorry for one week I called and ask how much it would be for an extension. The girl quoted me 404 altogether meaning the two weeks of rental would come up to 404 total well I was charged a separate Expedia charge then I was charged by Hertz $404, Im complaining because I called and I specifically asked is the 404 quote for one week or is that the grand total of me renting the car for two weeks? I was very clear as to what I was asking because I told her if its $404 just for a one week extension I dont want the car for an extension I couldve just turned the car in and just got another car , so Im very upset. I want my money back and I need you all to listen to the call that I made with your represent representative who told me that I would not be charged $404 separate that it would be $404 total for the two week of rental again I was very clear and specific when asking this question so again you all need to go and listen to the recorded call in there. I would like the customer service representative to be trained and coached about this call! I could have saved 404 dollars had someone told me the truth!!!!! Lies where given instead of truth and I dont appreciate it nor do I have money just to give to dollar hertz whoever they are ! Im a struggling parent of two teenagers I need my money plus my account overdrafts because of your company negligence! Im very upset and must complain how many other ppl have you all done this to?????!!

  Business Response

  Date: 07/24/2023

  BBB Case number:20352249
  
  Res ID or RA #:*********
  
  This is in response to ***********************,
  
  We regret any misunderstanding regarding the rental extension.  Our records show the rate to extend the rental was $32.99 per day for 7 days which is $230.93.  Along with mandatory fees and taxes, which was not included in the Expedia prepayment, the amount billed was $440.28. As a gesture of our concern, a credit of $235.76 is being issued to the **** account ending in 2728.  Please allow 5 to 7 business days for this credit to post to the account.
  
  Thank you for contacting us.

• Initial Complaint

  Date:07/20/2023

  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 19, 2022 i made reservations for one vehicle. Was told Hertz was running a promotion with **************** & if I were to buy a prepaid credit ************ funds on the card I could get the car at a discounted price. I did as told & put $400 on an **************** prepaid card gave numbers over phone. But when I went to pick up vehicle, there was no record of my name nor any vehicles available. Waited several hours but still nothing available. Called Hertz *******************-927-5352) immediately to get money back & they said 24 hrs but when I called today they got hung up on 3 times. Now when I go to call numbers in which I was given to previously speak to a customer service representative *************** the phone immediately goes to off line. Please help, just want my money back & when I did speak to representative they told me it wasn't them that I made reservation with

  Business Response

  Date: 08/03/2023

  BBB Case number: 20350816
  
  This is in response to ***********************, 

  Hertz does not accept prepaid cards and has never offered a promotion that would require a customer to purchase a prepaid card and provide that information over the phone for a discount on a rental. We regret any misunderstanding, however, no reimbursement or credit from Hertz is warranted. 

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

• Initial Complaint

  Date:07/20/2023

  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.

  After doing my extensive Tesla research I specifically reserved an extended range Tesla via Uber days before my scheduled pick up. Specifically for the ability to supercharge and get ******* range. As I am a long hauler. (I usually drive uber **** hours straight). Pickup was end of day they were extremely busy and after hours when i did get the vehicle. It was a ***** bolt. I planned on immediately driving for Uber but the car had 20 miles remaining on the charge. I had to find a rapid charging station. After LONG wait for a charger to become available the vehicle took another 3 hours to charge to ONLY 80% That was only the start of the nightmares. This vehicle seems connects @45kw that only lasts a few seconds before it drops down to 27kw and stays there. I also tried to home charge it. 4 miles per hour. None of which was disclosed at time of pick up. Talked to other drivers this is not normal.I work a full time job with the same hours as hertz location. *** tried calling them but the number is for the old ***** location pep boys that says they get 100+ calls per day since **** left. When I did try to exchange it last Friday it was almost 4pm. I would have me it with 10 minutes to spare. I missed the turn and ran out of battery trying to make a uturn. I had to call hertz roadside assistance. I was told I would be charged for the tow. So 2 hours on the side of the road at 115 degrees I was towed to a changing station where again 3 more hours in the heat to charge. I have endlessly tried to contact hertz and uber. Those are all logged. I finally got an appointment with uber who said to contact hertz. *** tried to make the best of this. However 1 hr Uber = 1 hr charge. Thats insane and slavery. *** made just enough to cover the two weeks. I fully expect compensation for no only the lemon of a car but the hassle. BTW ************ is a joke. Wrong department then wrong transfer. 45 minutes wasted today plus this. Unexceptable!

  Business Response

  Date: 07/25/2023

  BBB Case number:20350726
  
  Res ID or RA #:*********
  
  This is in response to *******************************,
  
  Unfortunately, our office does not handle Uber driver concerns.  They must contact the renting location.  This contact is still open and currently overdue.  The rental needs to be extended or returned.
  
  Thank you for contacting us.