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.
1,716 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:07/18/2023
Type:Order 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 record # ********* Rented from 7/8/2023 - 7/13/2023 ******* Elantra rented from Hertz for a leisure trip 3 hours away.... picked up car Saturday morning, 7/8... left 7/9 for my trip. By the time I arrived front left tire needed air ... over the course of the next 24hrs following that the tire pressure kept getting lower and lower. Called Hertz several times... the local office I rented from, ******************************* no one seemed to care about this situation ... I was not offered a different vehicle and their solution was to send Triple AAA out to put on the spare. I explained I cannot drive home on a spare.... I was told 'my hands are tied'. I wasted hours between phone calls and going to have a new tire put on .... i have written to their executive office and am being denied reimbursement of both the Roadside fee and the new tire I had installed.
Business Response
Date: 07/19/2023
BBB Case number: 20338212
Res ID or RA #: 407458273

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

When a customer rents a vehicle, he or she is accepting responsibility for that vehicle and its equipment, including the tires. Hertz does not reimburse expenses the renter may incur for flat tire expenses/lost keys/locking the keys in the vehicle or other similar mishaps which are beyond Hertz' control.
Premium ************************** is offered at the time of rental. Acceptance of this service allows the customer to avoid being charged for services such as flat tires, keys locked in the car, lost keys,lights left on in the vehicle or a dead battery, etc. We have verified this service was not accepted at the time of rental. Therefore, the ********************** fee was applied correctly.
As a gesture of our concern, a credit of $41.02 is being processed to your **************** account. This amount represents one half of the ********************** fee.
Thank you for contacting us.
Customer Answer
Date: 07/20/2023

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:
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 the car on June 10 at noon. My purse was stolen on June 10, 6pm and police report ** ********** and Identity Theft report ** ************. My car was tolled by Hertz roadside assistance at 10:45 pm to Hertz mechanical shop at ***********************************************************************. However, I was told the tolling cost $170 on the phone but on the receipt is show $511. In addition charging $250 for the lost key and two weeks rental ($900) when the car is with Hertz for two weeks. The police and I was trying to get hold of the Hertz from 6:30-10:30pm and had poor response. I am hoping since theft stolen my purse and we are in the process of identifying the theft, I would request the rental fee to be reduced to $75 as was original rental agreement, not $1673.
Business Response
Date: 07/19/2023
Complaint ID: ********
********************** RR#: 381606385
This correspondence is being sent in response to a query made by ****************. Thank you for allowing us the opportunity to review your concerns.
We apologize for any concern caused by the additional billing incurred on your rental and that your purse was stolen resulting in your Hertz vehicle being towed. Our records show at the time of rental, the Loss Damage Waiver (LDW) and **************** Services (PERS) was not opted into. Therefore, the Key Charge and the Towing Fees are both valid.
However, based on your contact to our ****************** Services (ERS) team on 06/10 to report the keys as stolen, we have credited back your rental days to reflect only 1 rental day. This change has resulted in a refund of $813.12 and though processed today, please allow up to 5-7 business days for the credit to show on your billing statement.
Initial Complaint
Date:07/18/2023
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.
June 15th I initially booked a Premium car Audi 3 similar from Hertz.ca to be picked up at ************** ********. They did not have any Audi or similar so they wanted to give me a **** focus. That is nowhere near the premium that I already had paid online of ******. I had 4 luggage a stroller a newborn and all would not fit, so they forced me to get an Executive premium car *** wagon. The gentleman was rude first of all, then he said that the car seat and *** would be included in I went with the car, which we did since nothing else was available. The *** and car were already purchased online with my Amex for 682, and *** was outdated on the car and the baby seat that was available for a newborn was all dirty. I've spoken to Hertz customer care case number ******** and I'm just getting the run around from everyone. No one seems to help me and I got double charged for the rental car. My final bill was ****+ 682 for the car. My dispute is the bill charges for *** Car seat and oh the extra charge for toll and gas that was added to my bill even though I had already somehow paid for.Can someone please help me, as this was the worse experience with Hertz ********, everyone seems rude at the agency and miserable. I will not be going with Hertz going forward, nor renting from them on the Marriot website. No one seemed to want to help me with this.My initial bill should have been **** total and not ****+ 682.CONFIRMATION K5152627937 Total ******* CAD
Business Response
Date: 07/19/2023
BBB Case number:20337377

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

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

Our records show a group C class, compact was the car class reserved. While examples can be provided online, it does not necessarily mean that will be the exact car received. ******** Focus is also a compact for in ********.

Our ******, ******** location is an independently owned and operated Hertz licensee franchise location. As such, local rates and services are determined by the owner. In addition, this location processes their billing and invoices locally. We have previously contacted ******** regarding this dispute. The location has denied a refund in this instance and we cannot override their decision.

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

Complaint: 20337377

I am rejecting this response because: This is unacceptable because I rented a car from your company on a hertz.ca website and nowhere does it says that the location is privately owned. This falls under Hertz as a company as a whole. I was charged to save and pick up 682 and then when I would pick up a car it would be something similar, the **** from what I was told would be too small or not available, so they should have something similar and not push for anyone to rent a premium model where in total I paid close to **** far from **** that should have been my total.
The GPS was outdated and we paid for that and still had to use Waze, The baby chair was garbage, and not sure why your company would allow such as thing, but again it's privately owned.
You as a company should have better control and guidance when it comes to these sorts of things. It is unacceptable that nothing can be done or some sort of refund given. This will be the last time I will rent fro Hertz going forward, because not only they are rude at this private place but your customer service in ******** is horrible.
I would like some sort of refund since all the charges were not explained to us nor they lived up to the customer expectations.

Sincerely,

***********************
Business Response
Date: 07/21/2023
Complaint ID: ********
********************** RR#: 780517006
This correspondence is being sent in response to ************************
While we understand our previous response was not the desired outcome, we must advise that our decision and response remain unchanged. Please find attached a screenshot of the location details as reflected on our website at www.Hertz.ca as well as www.Hertz.com. As previously advised, the billing of your rental was processed by the owner of the licensee in ****** who processed their own billing and invoicing. As such, we are unable to overturn the response provided to us by their offices. We hope you will respect our position on this matter as we consider it having been fully addressed and this matter closed. Further requests to revisit this matter will not be considered.
Customer Answer
Date: 07/25/2023

Complaint: 20337377

I am rejecting this response because:
I never received my hertz gold points not my Marriott points for the 2 plus weeks of rental.
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.
Just had a VERY uncomfortable conversation with ***************************, Hertz car salesman at this location, wherein ******* lied to my face by telling me that I have a "very thin credit file" that he "pulled my score" & that based upon these findings, that I had to pay "30% down" in order to qualify. Well, surprise! My credit file is FROZEN and there is absolutely no way that he could've ascertained the ************** of my file (I have 26 accounts, Good credit, and accounts that are 20+ years old). After I told him this, te then became very aggressive, stood on his lie, but then tried to recapitulate in reframing what he had just told me but saying "see, what I said was that you had a credit freeze on your file". No, that's what I'd just told YOU, ****************. He continued to argue with me, he was short with me, he cut me off mid-sentence, he remained loud-mouthed & argumentative, and refused to admit that he lied about accessing my report. I got his Supervisor's name, *****************, and told **************** that I'd file a complaint with the BBB in order to reach his superiors both local & corporate. Very disappointed in this location's service as I really did want to make a purchase. No wonder that particular Mustang has sat unsold for so long.
Business Response
Date: 07/19/2023
BBB Case number:20334940

Res ID or RA #:NA

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

Regrettably, our office does not handle car sales. I have sent this to our ******************** team to handle. They will reach out to ************ direct.

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 providing that Hertz Car Sales does in fact reach out to me to resolve the matter at hand, I find that this resolution is satisfactory to me.

Sincerely,

*****************
Initial Complaint
Date:07/18/2023
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 would like to file a complaint against Hertz Rental company in ***********, ** located at ******************** I had a rental under an accident insurance claim with State Farm- H22685106. There was some miss communication somewhere and Hertz issued a repossession order for the rental because State Farm didn't extend the reservation. The first issue I experienced was the company never contacting me. When I spoke with the police department and found out the car had been repo'd from my house the night of June 26th I went to Hertz June 27th. I asked why hadn't anyone reached out to me and they noted that the associates had been calling my backup emergency number, leaving vm, but never once called my main number on file. How if there are multiple phone numbers on an account is the main number not called, or all the numbers especially when you're not getting an answer off the one line. That was a blatant disregard or effort to contact the customer.The next issue is with the ********************** associates failing to do their due diligence with contacting me I have been charged additional fees for the vehicle being towed and for days that were still covered under the insurance claim. When I could have simply returned the vehicle or contacted State Farm to clarify with the company. I am in communication with State Farm now to be reimbursed for the days May 26th- June 19th.A third issue Hertz has not given me the name of the tow company so I could retrieve my personal belongings. Since the first day after the tow on June 27th the associate said she did not have the information for the tow company, I've checked 3 times since and I just called again when my acct. was over drafted and was told they still didn't have the information. The police **** said I would have to get the information from Hertz. I really think this is not right. Hertz has billed me $1300+ and still refuse to assist me with getting in touch with the company to get my personal items that were left in the car.
Business Response
Date: 07/19/2023
BBB Case number:20333250

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

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

Our records show State Farm stopped paying for the rental on May 26, they advised that is the day the repairs were completed. The car was kept until June 26. ************ replacement rentals, the contract can only be extended by the insurance company. We attempted to contact ****************** under two telephone numbers, ************ and ************. We did not make contact under either number. We also mailed a certified demand letter on June 20.

The car was towed to the Hertz ************, ******* airport location. She can retrieve her personal items from that location.

Thank you for contacting **.
Customer Answer
Date: 07/26/2023

Complaint: 20333250

I am rejecting this response because: the Hertz ******************** rental location does not have any of my personal belongings. On July 20th I submitted lost and found claims for over a dozen items I remember being in the rental car. I drove to ************, ** on July 25th and was told by the representative at the counter that vehicles are cleaned and processed within days of being received. They recommended that I contact the towing company responsible for the retrieval. That is information I have been denied from knowing. Today will make day 30 that my property has not been returned.
As for the contact justification provided by the Hertz company I can confirm with phone records they never called the primary number on my rental contract. There was also never a certified letter delivered to my address and I'm sure the postal service delivery and receipt system can prove that. And my driver licenses is up-to-date with my current mailing address.
I am now out of $200 in fuel costs assessed by Hertz, $60 for travel to and from *********** to ************, $157 for a day off from work and well over $400 worth of personal belongings due to the negligence of the staff at the ******************************************** Hertz Rental location.

Sincerely,

*****************************
Business Response
Date: 07/28/2023
BBB Case number: 20333250
RA #: H22685106

This is in response to *****************************,
After a thorough review of this matter,we stand by our original decision. Although the resolution is not what you preferred, no adjustment is warranted. We regret we are unable to fulfill your expectations in this instance.
Lost and Found issues are handled by the location. Therefore, your inquiry is being forwarded to the Area Manager in *********** for handling. Please be assured the manager, or a member of their staff, will evaluate your inquiry and get back to you as soon as possible.
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: 08/03/2023

Complaint: 20333250

I am rejecting this response because: there was no confirmation of the actual efforts made by the rental location. Why can't the certified **** letter be presented? How was all the contract information transferred electronically but no notice of rental repossession be sent via that confirmed delivery method also?
Hertz is a multi-million dollar company so the $1500+ dollars I've now had to fork over is a drop in the bucket, but for me and others who have experienced this unjustified treatment it is very impactful. In my case my car payment had to be paid late and my car insurance lapsed. Then to add insult to injury, your representatives initially refused to provide information and then conveniently after I had to take off from my job July 25th and complete a 4 hour, 170 mile round trip due to false information I was given, ironically I receive a phone call - to the correct number, that has always been on file- with the correct information for who to contact about retrieving my personal belongings. The recovery company charged me $60 on August 2nd, which would have been less if they had not had to 'store' my items for the amount of time I was given the run around. My family relied on that car during the time our personal vehicle was being repaired for 3 months so we haven't even been able to confirm if all our belongings are accounted for.
How is there going to be no accountability for the actions of your agents? Why is there no consideration of repayment for any of expenses and costs I've had to cover to handle this ordeal? And I would like to know how this unsatisfactory resolution will impact this company with the Better Business Bureau? Because I am really at a lost and in disbelief over how a Hertz staff error can be rolled over fully to the unknowing customer.
Sincerely,

*****************************
Initial Complaint
Date:07/18/2023
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 started a Tesla rental in February of 2023. The price is a little steep, but thats not why Im here. I had a the Tesla from feb till June then I was in an accident. I brought the car back to hertz and they swapped the car out with me. Just days later, ** involved in another accident. Only this time I cant drive the car. I have it towed to the recommended tow yard and then I report the accident to hertz customer service(not this location because they never answer their phone)(ever)! The lady I spoke was condescending, ****, and showed no empathy for someone that was nearly killed just hours before. She told me to leave the car in the tow yard and hertz would come and retrieve the vehicle in **** days. I offered to tie it to ********** and I was given a harsh you are no longer authorized to operate this vehicle, dont do anything with it. So I let it be. The next day I tried to rent a new Tesla from hertz and the lady in ********** told me I couldnt rent another Tesla until the other one was returned ti the airport in **********. I told her what the other lady said and she told me if I wanted another ***** I had to return the first one. So I went to the tow yard and and paid $450 to get the vehicle out then towed it to ********** airport. Then I went back to ********** to rent a Tesla only to be turned away because the previous week(I was involved with the accident) I did not reach my 30 Uber rides minimum required to rent the Tesla from hertz. I figured I could just call customer service and heave this small infraction removed because I was in an accident. How very wrong if me. I have talked with no one that can help me. The only hope I have of reaching someone that can help me is I received an email about 3 days ago that said someone would reach out to me from hertz in **** business days but until then I could check out this link thats was invalid. Just like the the rental suspension web address Uber gives you is also invalid.
Business Response
Date: 07/20/2023
BBB Case number:20336875

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

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

Our records show **************** was removed from the suspended privilege's list on June 30. Therefore, he is cleared to rent.

Thank you for contacting us.
Customer Answer
Date: 07/21/2023

Complaint: 20336875

I am rejecting this response because:
This statement is just not true. In fact, June 30th was the day I was added to the rental suspension list. I have tried relentlessly to be removed from the list with no avail. Everyone tells me that Im not on the list. Maybe they gave two lists. But what I do know is I cannot reserve a hertz vehicle on the Uber app and I can reserve from ***** I will include a screen shot of the massage. And one of the chat from Uber.
Sincerely,

***************************
Business Response
Date: 07/21/2023
Complaint ID: ********
********************** RR#: 377277994
This correspondence is being sent in response to ****************************
We apologize for any frustration caused; however, when entering into a rental contract/agreement between Hertz and Uber customers accept the requirements which state that renters must meet a minimum of 30 trips/per week in order to remain active. If this requirement is not met, the renter will be unable to continue renting with Hertz Uber for a period of 6-months. We regret any inconvenience caused.
Customer Answer
Date: 07/26/2023

Complaint: 20336875

I am rejecting this response because:I was involved in a car accident. The car was not drivable. Therefore I could not complete my 30trips. Had this not have happened I would have not had an issue meeting the requirement The accident was not my fault and their insurance is covering all of the damages.

Sincerely,

***************************
Business Response
Date: 08/03/2023
Date Sent: 8/2/2023 1:53:07 PM
BBB Complaint ID: ********

Thank you for contacting us. We appreciate this opportunity to address your concerns.

For questions pertaining to your rental privileges, you may contact our Suspended Rental ********************* at ************.
Customer Answer
Date: 08/03/2023

Complaint: 20336875

I am rejecting this response because:
This is what hertz does. They send you to someone else, then that person sends you to someone else, then that person will tell me that there is no suspension on my account. Just like they did in their first reply to this complaint.
I thought by bringing the bbb into this, I would have a better chance of reaching someone that can help me. This is typical hertz customer service, and Im so unhappy with them. Previous to reaching out to the bbb, I have called that exact phone number they just left and have been hung up on, told to quit calling and that I could not talk to a supervisor because they would just tell me the same thing. When I press for a supervisor, they take down my number and no one ever calls me back.
Just like they waited a week to reply to my last message and they waited over 2 weeks to reply to my last email. When I replied, ??????! I still never heard back from them. They took another $700.00 out of my account and I have no idea where that money was supposed to go towards. We squared up a few weeks ago and I have the receipts. I really do hope yall have the recorded to speak with someone who can resolve at least the suspension part of my complaint. Thank you so much.
Sincerely,

***************************
Business Response
Date: 08/08/2023
BBB Case number:  20336875
Res ID or RA #:  377277994

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

After a thorough review of this matter, we stand by our original decision. As indicated, our records show **************** was removed from the suspended privilege's list on June 30. Any further inquiry must be directed to the Rental Suspension team directly at ************. Although the resolution is not what you preferred, no additional action is warranted. We regret we are unable to fulfill your expectations in this instance.

Thank you for contacting us.
Customer Answer
Date: 08/09/2023

Complaint: 20336875

I am rejecting this response because: evidently what has happened is hertz *** have removed me from the suspensions list. But Uber was never notified of this change. This is the only thing I can think of because when I spoke with then last night. They said that hertz has never notified them of the suspension change, therefore their hands were tied. So if hertz could just contact Uber, that *** be the solution.

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.
Rented a vehicle through hertz and prepaid. turned the rental in early because I no longer needed it. Employee at turn in told me I would get a credit back in 24 hours. Credit didnt arrive called hertz customer service and they told me ***** hours we are processing your credit. Still didnt arrive called back and a different member told me no refunds on unused days. Claims it was part of my original rental agreement and I never saw it when using the app. My problem is the employee who accepted my turn in noticed and prepaid and told me I would get a refund, had they informed me I forfeit the money I would have kept using the vehicle. To me this is theft. The second employee on the phone also told me I would get my money back. So it appears the members lied to me to cheat me out of money for company.
Business Response
Date: 07/18/2023
BBB Case number: 20336723
RA #: 401295506

This is in response to *************************,
Per the terms and conditions of the prepaid rate, no refunds will be issued for unused days. However, since you were incorrectly advised regarding the early return refund, I have issued a refund of the refund days on your June 26 rental. Please allow 7 to 10 business days for the $497.69 refund to reflect on your **************** ending 2002.
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: 07/18/2023

Better Business Bureau:

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

Sincerely,

*************************
Initial Complaint
Date:07/18/2023
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 Saturday 6/24 at 10:50 AM a blue **** car with plate #9E0E961 hit my Prius V black car with plate# 8XHL140 on the left rear door with its front right side bumper when trying to change lanes while driving on the 110 fwy south bound.I made the driver (Mr.*** ********************************** to pull over and We exchanged information and I called 911 and a highway patrol officer came to make a police report and he let me take pictures of his ** drivers license and the information of his ********************** car and insurance with Hertz.so the next day 6/25 I promptly called Hertz claims to address the accident and to issue claim so they could fix my car.The problem is that its been almost a month about the accident and Ive been calling them about 5 times and They keep telling me that they still havent assigned me an adjuster and so this is going to far .I start having the feeling that they dont want to pay me to fix my car while they acknowledge that the accident happened, their client was at fault and I even have the police report to prove it. Here I m sending over attached pictures of documents ,DL of the driver, the police report, the cars involved in the accident and the Hertz phone numbers and the claim and case numbers.I hope that BBB can help me in this one like it helped me in the past with great success.Thank you!
Business Response
Date: 07/18/2023
BBB Case number: 20336560

This is in response to ***********************,
Your inquiry has been forwarded to our ****************** for handling. They will evaluate your inquiry and get back to you as soon as possible. For further inquiries regarding this matter please call ************** or **************.
Thank you for giving me the opportunity to review this matter.

Customer Answer
Date: 07/18/2023

Complaint: 20336560

I am rejecting this response because:
They have been telling me the same excuse for almost a month without even assigning me an adjuster to come by to see my car !

Sincerely,

***********************
Business Response
Date: 07/21/2023
BBB Case number:20336560

Res ID or RA #:NA

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

Regrettably, we do not handle damage claims in this office. We have forwarded this case to our ***************** team. Someone will contact him directly. He can contact them direct at ************************************************** or calling ************.

Thank you for contacting us.
Initial Complaint
Date:07/17/2023
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.
Rental Record Number ********* Rental Reservation Number K2560962548 The day I went to pick up the employees were ignoring customers while chatting and doing things on their computers and customers who spoke Spanish were given priority. It took about 6 hours to get the car after I put my name on the list while I was stranded in the panorama city. They were very rude and demanded that I bring back washed and vacuumed even if I was paying about $500 for the weekly rental.When I went to return the car, I had to put my name on the same list and wait several hours, after waiting for two hours I went home because I was tired and hungry. The next day I went back to return and had to wait several hours because I didn't want to keep the car. It only took him 5 minutes to do the return but I didn't understand why I needed to wait for him for that long to do it.I called customer service and wouldn't give me a refund for the days that were wasted while picking up and dropping off this car. I disputed the transaction with my bank and now they're sending me to the collection and putting me on their do no rent list.This horrible company operating under Hertz in pep boys locations should not be allowed to use the Hertz name ever again because they treat their customers very badly and they don't respect the reservation time at all. And they don't care if you arrive and they don't have a car for you, and if they only have a car that costs more than the one you reserved, they will make you pay for the more expensive car that they have. How is nobody from the corporate office not looking into these people who are giving Hertz a bad name? They also don't want you to wait inside so customers had to wait outside in the heat. They don't call or cancel the reservation if they don't have cars, they'll just tell you that once you get there and won't even apologize for it.
Business Response
Date: 07/18/2023
BBB Case number: 20336234
RA #: 913891941

This is in response to *******************,
At Hertz, we pride ourselves on the high quality of our customer service, and it is disturbing to learn of the incidents you described. There is never a reason for a Hertz employee to be rude or disrespectful and any unprofessional behavior will not be tolerated. We sincerely apologize for the impression our representatives left with you. The Area Manager has been notified of your concerns for review with the personnel involved.
In review of the billing for your September 2022 rental, we are showing you were initially billed $645.74 for the 8 day rental. A refund of $82.13 was issued to your credit card on October 3 for one rental day. Based on the information available, no additional adjustment/compensation is warranted.
After the refund that was noted above was processed, we did receive a chargeback from your credit card for the full initial charge of $645.74. Adverse chargeback disputes do not mean the charges are invalid and in no way alleviates the renter of responsibility of the charges. The outstanding balance of $645.74 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: 07/19/2023

Complaint: 20336234

I am rejecting this response because:
The charge is only valid if I go pickup the car and rental location respects the reservation time and gives me a car in a timely manner. If I was left outside waiting in the heat until almost closing time during pick and drop off, then I should be getting a refund for the days that I have waisted waiting outside of a tire store. An apology will not make up for the days I have waisted waiting, please make the adjustment because I will not and should not be paying for this rental. Also, please check the time the pickup and drop-off were made, it's close to the closing time because the rental agent spent their whole day chatting and doing things on their computers while helping no customer and right before closing time is when they help out the customer so they can close the location and leave.

Sincerely,

*******************
Business Response
Date: 07/21/2023
Complaint ID: ********
********************** RR#: 913891941
This correspondence is being sent in response to ********************
While we understand our previous response was not the desired outcome, we must advise that our decision and response remain unchanged. Please note, the charges of your rental became valid when they were accepted and signed for at the rental counter and a vehicle provided for the full duration of your rental period. We have attached a copy of the rental agreement for your review and record. To settle the outstanding balance owed, please contact JNR ************* at ************. We hope you will respect our position on this matter as we consider it having been fully addressed and this matter closed. Further requests to revisit this matter will not be considered.
Customer Answer
Date: 07/25/2023

Complaint: 20336234

I am rejecting this response because:

I will not pay anything because I don't think that the charges are valid. There is no need for me to tell you again why the charges are not valid because already know why. Shame on you for treating your customers this way.

Sincerely,

*******************
Initial Complaint
Date:07/17/2023
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 rented a car at the *** airport through Hertz rental. The scheduled pick up time was 10:30 am on 6/24/23. I did not receive a car until after 1:15pm. The contract time stated I began my rental at 11:17 am. The 11:17 time was the time that I checked in with the front desk, after waiting in line despite having had the gold service where I was supposed to be able to pick the car in the lot itself. I had prepaid the account. There were easily 45 other people waiting for cars. In addition, they were still renting cars to people online. One woman who was waiting missed her uncle's funeral. The Hertz front desk representatives admitted they had been overbooking rentals for the last month. I felt bad for the situation they were in. Early in the month, we had flown through ***, renting a vehicle through Enterprise. I overheard that Hertz was a long wait; I mistakenly made the assumption it was for walk-in rentals.I attempted to obtain remuneration for the botched car rental both during the rental and after the rental. They were unwilling to provide me anything above a coupon for $50/$75 towards a future rental. After 3-5 calls and unfulfilled promises to receive a call back, I spoke with a manager who shared with me that he could offer me $20 refund for my $420 rental.Each customer service person I spoke with changed their story. For example, when I reached out during the rental, I was told they could do nothing for me until after the rental. Then after the rental, they said they aren't able to refund to a credit card after the rental, pushing the $50/$75 gift cards.
Business Response
Date: 07/18/2023
BBB Case number: 20336197
RA #: 389820524

This is in response to *****************************,
I sincerely apologize your rental 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.

As a gesture of our concern, a credit of $60.00 will be processed to your MasterCard ending 4218.. 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: 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,

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

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