Business Profile

Auto Rentals and Leasing

Hertz

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Important information

Customer Complaint:
Hertz requests and BBB recommends that if you have any complaints or concerns, please contact Hertz's Executive Customer Service Team at [email protected] or (239) 301-7000 prior to contacting BBB.

The customer experience information and complaint history provided in this BBB Business Profile reflects Hertz's worldwide operations. BBB Serving West Florida services all customer complaints and reviews for Hertz and its locations throughout the world.

Complaints

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

Customer Complaints Summary

7,189 total complaints in the last 3 years.
1,717 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:07/19/2023
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.
On 7/12/23, a fraudulent reservation (K55139987E8) was made with my Hertz Gold number (********). The reservation was made at the **************************** International Airport for 3;30pm Wed July 12 to be returned at 9:00am on Thursday, July 13th. This person did not provide an ID or credit card (both are in my possession). This person rented the car and removed it from the ***************. As of this moment, the rental car has not been returned. Hertz charged my credit card with $266 to fradulently rent this vehicle.At 2:06pm (about 20 minutes after the fraudulent reservation occurred), I contacted Hertz via the phone, connected with agent ************** #**** to let them know of the fraud. She stated: ******************** will contact you within the next two hours. I have never been contacted by the fraud department at Hertz.I cancelled the credit card used for the reservation.I have made a report with the Town of ***************************** for identity fraud (Tracking number T23000172) on 7/12/23 at 2:39pm. I have also made a consumer report to the *** (*** Report Number *********). I am now being contacted two to three times a day by Hertz recovery telling me to return the call.I did not rent the car. I do not have the car. I do not wish to be threatened by Hertz telling me to return the car that I do not have.If Hertz continues, they may file criminal charges against me for something I did not do (I live in ********). They may impact my immaculate credit report.This is a Hertz problem, and they are blaming me.At this time, I have wasted between ***** hours of my time on this problem. And I'm afriad it will only get worse.
Business Response
Date: 07/20/2023
BBB Case number:20344109

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

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

The rental which occurred in ******* has been returned and the contact closed. Our fraud department voided the charges. The Gold account has been locked to ensure no further rentals take place using her information. We apologize for any concerns this has caused.

Thank you for contacting us.
Customer Answer
Date: 07/20/2023

Complaint: 20344109

I am rejecting this response because Hertz failed to contact me directly with the information about the rental. This is the only correspondence I have received from Hertz regarding this issue.
I spent ***** hours of my personal time trying to resolve this matter (including 6-7 calls waiting 15 plus minutes just to speak with a representative), I had to cancel my credit card (resulting in time spent setting up new recurring charges), and hours of worry. I received ************************************************** to "return the rental immediately" even though I hadn't made the rental to begin with.
It would nice to receive an apology from Hertz. They could credit my account with extra points towards a future rental, since this was their problem. Or provide some incentive to encourage me to use Hertz again.
Sincerely,

***********************
Business Response
Date: 07/21/2023
BBB Case 20344109
Rental No: 409869342

This is a response to ***********************,

Please accept my deepest apologies for the difficulties you have experienced and lack of communication in resolving this matter. Please be advised that your Gold account has been deactivated due to the fraud and as such a new one will need to be created. You can create it yourself or reach out to us for assistance. Once the account is created, if you have not already contacted us, you can reach out to us at ************ or *************************************************** and we will be able to reinstate your points and consider adding more for your trouble.

Thank you for contacting us.
Customer Answer
Date: 07/28/2023

Complaint: 20344109

I am rejecting this response because Hertz forced me to close my account.I have created a new account, as they requested.
I will only accept their response to the BBB once they have restored my original points and provided extra points for my trouble. I will not contact their customer service, as it takes between ***** minutes just to be connected.
Total, I have spent over 20 hours dealing with their issue. For my business as a professional engineer, I charge $150 an hour for my time.
My new Hertz gold number is ROXANN ***** # ********.
Sincerely,

***********************
Business Response
Date: 08/01/2023
BBB Case number:20344109

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

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

The **** Gold Plus Reward points from the previous member number has been reinstated to the new account. As a gesture of our concern, we have added an additional **** points. The Gold Plus Reward balance is now 4589.

Thank you for contacting us.
Customer Answer
Date: 08/01/2023

Better Business Bureau:

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

Sincerely,

***********************
Initial Complaint
Date:07/19/2023
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.
The problem was on June 28th they said I didn't pay them but my record show to take it out on the 30th I have ********* sent me my statements the document supporting that they got paid the money then they cancel my contract and then give me my money back it took the car I didn't owe nothing The Doctors show you I don't owe them nothing now they block me out from renting from them and I don't think it's fair I haven't did anything and it put a hold on your account if you owe them money so it's no way you can get away not paying them and having a car I want my deposit back it was $562.26 they win any system delete the contract The second contract but I still get copies and everything so I think they in the wrong what they doing and they doing a lot of people like this I just need y'all to contact them and get my money back and it take me off that blacklist cuz I haven't did anything I gave them all their money you look in the documents you see and thank you for helping people like me out have a blessed day.
Business Response
Date: 07/20/2023
BBB Case number: 20343830
RA #: 383938074

This is in response to **************************,
In review of our records, we are showing we received payment for the rental period up to June 28. Our Rental ********************* has advised you were placed on suspension by our ****************** on July 12 because the contract was not extended past June 28, but the vehicle was not returned until July 16.
I have forwarded your comments to the Uber/Hertz location for further research of this matter. They will evaluate your inquiry and get back to you as soon as possible. For further inquiries regarding this matter please contact the location at **************.
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:07/19/2023
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 hope this letter finds you well. I am writing to request your assistance in resolving an ongoing issue I have encountered with Hertz Corporation. Specifically, I am seeking your intervention to lift the suspension on my Hertz account, as I believe the continuation of charges after a credit card dispute has been found in my favor is immoral and unjust.As a responsible consumer, I immediately contacted Hertz to address the issue and requested a transparent breakdown of the charges. Unfortunately, despite numerous attempts to resolve the matter with Hertz's customer service representatives, I was met with delays and unhelpful responses.Due to the lack of cooperation from Hertz, I exercised my legal right to dispute the charges through my credit card company, as allowed by the Fair Credit Billing Act (FCBA). After a thorough investigation, my credit card company concluded that the charges were unnecessary and ruled in my favor, crediting the disputed amount back to my account.Despite the credit card company's findings in my favor, Hertz chose to ignore this resolution and continued to pursue the disputed charges, leading to the suspension of my Hertz account. This action is deeply troubling, as it disregards the decision made by a neutral third party and goes against the principles of fairness and consumer rights.I firmly believe that it is immoral and unjust for Hertz to continue charging me after the credit card dispute was resolved in my favor. It is unreasonable and punitive to penalize a customer for exercising their legal rights and seeking a just resolution to a billing dispute.I kindly request the Better Business Bureau's intervention to address this matter promptly and mediate a resolution with Hertz. I seek the immediate lifting of the suspension on my Hertz account and a fair resolution that respects the credit card company's findings and upholds my consumer rights.Yours sincerely,********************
Business Response
Date: 07/20/2023
BBB Case number:20343810

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

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

Our records show Mr. *** booked a reservation, K34601005C7 for ****** for a rental December 19 at 19:00 until December 21 at 19:00. The quoted rate was $50.00 per day, along with applicable fees and tax and the Young ****** Surcharge the estimate was $206.75.

The reservation was picked up on December 19 at 19:04 and returned on December 21 at 14:07. Mr. *** was billed $206.75. Mr. *** disputed $103.38 of the $206.75 billed. Hertz received a chargeback for $103.38. As Hertz determined the charges are correct, we placed the charges in collection for Mr. *** to pay.

We would advise that a number of credit card issuers have improperly advised their cardholders that disputes with venders have been resolved when that is simply not the case. In such situations, a credit is given to the customer by the credit card issuer and it is then up to the vendor to pursue the matter directly. This puts vendors - such as Hertz - in a difficult position because incorrect information was provided by the credit card issuers. That is the situation here with ****. Nothing was resolved between Hertz and ***** on the contrary, Hertz has defended its position and **** has chosen to remove themselves by giving a credit and charging back to Hertz. **** has lost nothing, has absolved themselves of their position as your advocate and left it to Hertz to pursue.

Since the full rental charges were not billed, the customers rental privilege's are suspended. They will not be reinstated until the $103.38 balance is paid.

Thank you for contacting us.
Customer Answer
Date: 07/20/2023

Complaint: 20343810

I am rejecting this response because:
The transaction that you are discussing was disputed since I was unrightfully charged for it. If you are able to look at the notes and the phone calls that were made between my self and Hertz you will see that I attempted to return the car after a day and was told by the location that they cannot accept the car even though I was on the phone with a hertz representative who told me I was allowed to return my car there. It was near closing time when this occurred and since the location that I was attempting to return the car wasnt allowing me it forced me to return the car a day later which is why the extra day charge was incurred. That charge was forced upon me by a miscommunication by your company and an error that you made in advising me to return the car. That is why I disputed the charge and won the dispute please understand this and you can review these comments in your system and phone records. Please honor this and restore my account which I have spent thousands of dollars on. I would hate to move to **** or a different car company:
Sincerely,

********************
Business Response
Date: 07/24/2023
BBB Case 20343810
RA No: 114070946

This is a response to ********************

Adverse chargeback disputes do not mean the charges are invalid and in no way alleviates the renter of responsibility of the charges, therefore the balance owed remains valid. Please be advised that until this balance is paid off you cannot be removed from Suspended Rental Privileges (SRP). While I understand this is not the desired outcome, I hope you will understand our position in this matter as we consider it fully addressed.

Thank you for contacting us.
Customer Answer
Date: 08/01/2023

Complaint: 20343810

I am rejecting this response because: the charges that were made to me were extra. I attempted to return the car on the required day after being told by your representative that I can return to that location but the agent at the location refused to let me return. ******* forcing me to return it a day later and incur this charge. I was misled by your phone representative to be led to believe that I can return it. Please check your phone records for this exchange and you will see how i was wrongfully charged.

Sincerely,

********************
Initial Complaint
Date:07/19/2023
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.
Rental Record: *********. Hertz failed to uphold the terms of the optional items listed on my confirmation K3584880285 for ******************** at the **************. There is no definition of ******************** on the confirmation. When I googled it for Europe is says No Excess No Worries. When I returned home I called the international customer service number on 7/11 around *******. I was told there was no deductible for Ireland. I told her that I was charged a deductible and she put me on hold and came back and said she requested the website be changed. The confirmation also list Destination Specific Terms. Nowhere on there states that the ******************** comes with a $3,000 deductible. This is deceptive and misleading advertising by Hertz which is unlawful in the US. I told ****** Hertz that this is not the information I have on my confirmation. I was told that I only have two options. The option with no deductible was double the price of my confirmation. I took a picture of the insurance options at the ************** and attached the document. There was damage to the car for scratches and kept ******* EUR. I am looking for a refund for that amount due to my Hertz confirmation not showing that ********** comes with a deductible. The other option was double the price of my confirmation. This was a bait and switch by Hertz. I am also disputing the Conversion Charge. We were given the option of selecting dollars or Euros on the hand held device. There were no terms and conditions of the Conversion charge. The receipt shows the exchange rate but does not state the conversion charge. The receipt was printed at 11:40am. The Vehicle Pre-Inspection email which contains the Terms and Conditions was emailed to us at 11:50am when we checked the car out. We were no longer at the counter when we received this. Our credit card does not charge of conversion fee. We would not have accepted a **** conversion fee if we made adware at the time of sale.
Business Response
Date: 07/20/2023
BBB Case number:20343550

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

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

We regret any misunderstanding regarding the services accepted at the time of rent. Our records show Loss Damage Waiver and Theft Protection were the services selected. Super Damage Waiver was not accepted. When only LDW is accepted, the customer is responsible for the deductible if damage occurs.

We apologize for the confusion concerning the Customer Preferred Currency Conversion. Since the customer accepted to have the charges billed in US dollars versus Euro, the conversion fee billed is correct.

Thank you for contacting us.
Customer Answer
Date: 07/20/2023

Complaint: 20343550

I am rejecting this response because: I have attached the receipt. The only thing that shows declined is Driver Bag Protection. I also included the ONLY two options that were given for insurance. The picture that I took at the ************** Shows Hertz Zero Deductible or Hertz ********** + Comfort Pack.
I accepted the ********** which also included Comfort Pack according the ****** print out. The Confirmation shows ********** and under the Destination Specific Terms does not list a deductible for **********.
Your response said that SuperDamage Waiver was not accepted. Where do you see on my receipt that was declined. Where do you see Super Damage Waiver verbage on confirmation or on the Hertz printout on the counter? My receipt shows Colission Damage Waiver Accepted. My dispute is that the confirmation Hertz gave me ********** did NOT list a deductible on Destination Specific Terms.

********************************************
Business Response
Date: 07/24/2023
BBB Case 20343550
RA No: 805890492

This is a response to *******************

Please be advised the ************** location is a franchise that maintains their own fleet, pricing, and policies. At this licensee location, the ********** + Comfort Pack includes ***** excess liability for the vehicle class rented. Our records show that you were indeed charged ***** for damages to the vehicle. With these factors considered you were charged correctly,and no refund is due. While I understand this is not the desired outcome, we stand by the final charges billed.

Thank you for contacting us.
Customer Answer
Date: 07/25/2023

Complaint: 20343550

I am rejecting this response because the reservation was made through Hertz in ***************** and the confirmation was provided by Hertz in *****************.
The ******** Attorney General has reviewed my documentation and will be contacting Hertz.

********************************************
Initial Complaint
Date:07/18/2023
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 made a car reservation for Hertz through Priceline. The reservation was made in May 2023 for July 2023. The day before I pick up the car, I received a call from Hertz. I received a call at my work saying that I needed to pick the car up a day early. I was told 1 hour before the business was to close. I was then asked to leave my work to come and get the car a day early. The reason they gave was that the reservation was made for a day that they were closed. I made the reservation via computer. Hertz knows what days they are open. They three months to correct their error. I was not able to make it to their office in time. I was cheated out of $157. I believe they made the reservation knowing full well that they weren't open on Saturday. Then I was tethered back and forth from Priceline and Hertz each telling me to call the other 3 different times. I had to get a vehicle elsewhere. I would like to have the rental fee refunded seeing as how I never received a car and was cheated out of my hard-earned money and penalized for an error on Hertz's and or Priceline behalf. I don't care who pays me. Since I prepaid you guys cheated me.
Business Response
Date: 07/19/2023
BBB Case number: 20342633
Res ID: ***********

This is in response to *************************,
I sincerely apologize your recent experience with Hertz did not meet with the high standards of service we strive to maintain. As a service oriented company, we rely on customer feedback to help us maintain and improve our service performance standards. The information you have provided is very important to us, since it tells us how our various locations are doing and where improvements are needed. Please be assured your comments will be shared with the appropriate Hertz management.
I have submitted a full refund of the prepayment for the referenced reservation. Please allow 7 to 10 business days for the $157.56 credit to reflect on **** card ending 5730.

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: 07/21/2023

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:07/18/2023
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 # H8299744 5 NY I had a hertz rental vehicle because my vehicle was at the car dealer. The car dealer paid for the rental and set it up. The hertz employees (2 of them) picked me, my husband my child up from the car dealer to bring us to the Hertz location. The car REEKED of weed. It was very obvious they smoked on the way to the dealer. We then had to drive with him. The driver then picked up 2 phone calls while driving, which is illegal in NY state. He basically forced me to get the additional insurance. Which is what I was quoted after the temporary hold. $12 a day. I returned the rental to the car dealer the following day. Less than 24 hours. The car dealer and Hertz employee told me to leave the car at the dealer. I left it with more gas than I received it with. I also want to add the weed smell never left the car. It still smelled the next day. The employee made sure to tell me in the rules that the cars are non smoking. Funny considering the very strong weed smell inside. So my charge should have been $12 but I was charged $30. That doesn't make sense. I will never rent from Hertz again. It was a terrible interaction from start to finish. I uploaded my Hertz receipt I downloaded online and also my receipt from the car dealer showing I picked my car back up on 7/13/23, one day after getting the rental on 7/12/23.
Business Response
Date: 07/19/2023
BBB Case number: 20342182
RA #: H82997445

This is in response to *************************,
Providing our customers courteous,professional service is important to us and our training programs strongly emphasize this. We regret your rental experience did not meet with the high standards of service Hertz' customers have come to know and expect. The Area Manager has been notified of your concerns for review with the personnel involved.
I am concerned by your comments of being forced to accept the Loss Damage Waiver at the time of your rental. Please be assured this is not typical of Hertz service and we will use your comments to improve our service going forward.
Based on your correspondence, I have decided to issue a refund for the Loss Damage Waiver charges. A credit of $30.00 has been issued to your credit card ending 3132. The adjustment is being made at this time, but may not appear on the next monthly statement due to billing cut-off dates. I am sorry this situation occurred and I appreciate the opportunity to take corrective action on your behalf.
Thank you for giving me the opportunity to review this matter. We value your business and hope that we will be able to serve you in the future.

Customer Answer
Date: 07/19/2023

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:07/18/2023
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 protested a car charge with Amex bc the car was making a terrible sound during our trip. I made numerous phone and email callls/messages with no response. Amex credited me the full amount as hertz didnt argue. About 2 months ago I received a request directly from hertz asking me for the full amount. I have the Amex credit charge too. The rental record number *********
Business Response
Date: 07/19/2023
BBB Case number: 20342038
RA #: 152291322

This is in response to *************************,
In review of our records, we are showing you were originally quoted a total of $1134.21 at time of pick up, for pick up and return to *******************. You were initially billed $1990.12, which included an intercity/drop fee because you had returned to the *********************. If your intent to return the vehicle to San Franciscohad been indicated at the time of rental, the appropriate intercity fee/rate would have been quoted.
On March 10 a refund of 1/2 of the intercity fee was refunded to your credit card and your remaining charge was $1661.62. We did receive a chargeback from your credit card for the full remaining balance ($1661.62). Adverse chargeback disputes do not mean the charges are invalid and in no way alleviates the renter of responsibility of the charges.
While I understand the concerns you had with the vehicle condition, we are showing you kept the vehicle for 6 rental days and drove over 600 miles after you reported the issue to the *********** office and have indicated the issue did not require assistance from our **************************** Based on this information and the compensation already offered, no further adjustment is warranted. The balance of $1661.62 is valid and must be paid.
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: 07/28/2023

Complaint: 20342038

I am rejecting this response because:
I did not reserve a car with Hertz at that rate and for that duration to feel both unsafe and worried that if i went above 50 MPH I was going to hear a loud sound.   I did the steps any rational person would do and when I called the Hertz Roadside Team the recording said only to proceeed if this was an "EMERGENCY" or something to that effect. While the car still worked it was not my intention to rent a car for close to $2000 and have this experience.
After calling road side assitance multiple times as i didnt not fall in the category of emergency ( i didnt know what was actually wrong with the car just heard the loud rubbing in the wheel well above 50MPH ) and then calling the main line and being told to contact the HERTZ *** ground team to which i called and called and eventually followed the prompts and sent an email.,   I never heard back from them to this day.   Finally, when i was near ******************** a day or two later i called the Reservations line and was told i could go to any Hertz location and swap out the car.
The following day, went to **************************** and tried to this. However, when i got there they didnt have a similar car and was told i would not be given any money back for the difference in car category. There was a pending snow storm in Califiornia (the first time ************ has seen snow in 50 years) and i didnt want to go with a 2 wheel drive car.   I pressed my luck and decided that driving with a car that was making a loud noise and shaking when above 50 MPH, having the A/C randomly come on full blast was better than taking a 2 wheel drive Kia.   Both options were both unfair and now what i expected from a company like Hertz.
I did drive a lot and it did take me extra time to get to ************* but I do not expect to pay 100% of this rental amount.

I am prepared to pay 25% of this amount as my experience, the time i spent trying to resolve this, and my overall safety was very much below what i expected.
Sincerely,

*************************
Business Response
Date: 08/01/2023
BBB Case number:20342038

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

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

I regret you found our previous response unsatisfactory. However, the rental information available to us does not indicate an additional adjustment is due. Although this is not the preferred resolution, I hope you will understand our position in this matter.

Thank you for contacting us.
Initial Complaint
Date:07/18/2023
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.
** ********* WAS booked BY HERTZ after a lie referring to a free additional driver. I was told as a five star rewards member an additional driver was free. When I called the branch to confirm the car details, they said only the spouse was in that category. SO I called Hertz and advised them of their lie. The Hertz agent actually quite nicely and apologetically booked me a new reservation with AAA rates and benefits, in which my daughter and I were members. SO the $189 extra fee was to be waived. Upon rental in ********* the attendant took my AAA card and noted it. They did not take my daughters and charged me the additional $189 of which he said he could do NOTHING at the LOCATION, CALL HERTZ. I called Hertz AGAIN and got a case number ******** in which I was was to provide a copy of her AAA card and I would be credited back the $189. I emailed ********************************** as advised multiple times with the ** ********* Booked by Hertz and the Case ******** and pictures. After a call in which I was called ****************(in the US we use last names with Mr.) she said it was not booked with AAA, it was not able to be credited, even though the case number was already approved for that credit. I wasted HOURS online with this company for them to take onus of their multiple mistake and they have not. IF you do not provide and refund I will take this higher. It is not a matter of honesty and pride. I can provide phone bills with 12 calls to Hertz
Business Response
Date: 07/19/2023
BBB Case number: 20341283
RA #: 197683625

This is in response to ***********************,
After reviewing the charges and the information you provided, I have determined a credit is due. An adjustment of $204.12 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.
Initial Complaint
Date:07/18/2023
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.
This complaint is regarding Hertz Rental Record# *********.We reserved a rental for pickup in *********** (***) and return in ******* (***). One the day of our return, our redeye flight home out of ******* was cancelled by ****** Airlines due to "Operational Issues" and we were not able to be booked on another flight out of *** for 3-days... With the assistance of ***************** we were able to find a flight out of ********* (LAS) for the following day and booked it. We immediately contacted Hertz and notified them of the change. The agent said this was not an issue and they would update the rental record to reflect the return in *** instead of *** at a $12 additional fee. My family embarked on the unexpected ~7-hour drive to ********* and we arrived late that night, exhausted. The next day we went to the airport and upon returning the vehicle, were informed that there would be a $200 "Inter City Fee" added to our rental for not bringing it back to ***... My discussion with the agent and 2 managers fell on deaf ears, despite having proof I spoke to Hertz for over 15-minutes addressing this, as they said the charge was "hard-coded" in the system and could only be removed by calling Customer Service.At this point, I feel I'm left with no alternative than to file a complaint (which I NEVER do), as there is no way to contact anyone other than the poor customer service queue. Literally every number redirects to the same place, even the **************** number provided above... It's really a shame.We went on our way and over the past 3-weeks I've been in the nightmare that is Hertz ******************* Multiple calls with agent claims that only the *** location could remove the fee??? and that an email had been sent requesting that, but according to the agent I spoke to this afternoon, they are overwhelmed and may not get to their email for some time (or ever)!?!?I am seeking a refund of the difference of what was charged and what was quoted, $188...
Business Response
Date: 07/19/2023
BBB Case number:20339461

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

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

We regret any misunderstanding regarding the one way drop fee billed. A credit of $219.01 is being issued to the **************** account ending in 4009. This represents the drop fee plus applicable tax. Please allow 5 to 7 business days for this credit to post to the account.

Thank you for contacting us.
Customer Answer
Date: 07/19/2023

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:07/18/2023
Type:Billing 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 May 17th or thereabout, I contracted to rent a SUV located at ********* ******* through Priceline (contact #K49402735F1). I prepaid for the rental in the amount of $398.91. On July 10th after the trip I was charged $341.64 which after a lengthy conversation was informed that the additional charge was for other services i.e insurance coverage etc. When I processed the rental paperwork, I was never informed that I was being charged for these additional services nor did I request this type of service. I was informed that there was nothing they could do, since I signed the contract when I picked up the vehicle. As a paying customer, I feel I was misled into signing for services i did not request or was notified that I was going to be charged for this service.
Business Response
Date: 07/19/2023
BBB Case number:  20339308
Res ID or RA #:  404533382

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

I sincerely apologize for any misunderstanding regarding the charges billed for Loss Damage Waiver (LIS), and ******************* Supplement (LIS). I have reviewed all of the charges billed on your rental invoice and have concluded the billing for this rental is correct based on the options you accepted on the signed rental agreement at the time of rental. Had an accident or loss occurred during the rental, Hertz would have honored the Terms and Conditions of the Rental Agreement. Therefore, we are unable to provide a refund. A copy of the signed rental agreement has been provided for your review.

Thank you for contacting us.
Customer Answer
Date: 07/19/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and accept the response based on the attached clarification.

Sincerely,

*****************************

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