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

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  Hertz

  2905 N 32nd St Fort Smith, AR 72904-4202

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  Hertz

  114 International Way Huntsville, AL 35824-0000

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  Eagle Automotive

  2223 Memorial Pkwy SW Huntsville, AL 35801-5621

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:07/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Rental record number :********* I constantly rent to Uber with hertz. The car got impounded shortly after I renew my contract. I contacted hertz and they waited over a month to get the car along with all of my belongings back. They charged me for all that time even though they could have gotten the car right away. As well as charged me multiple fees when the car wasn't in my possession. I have always had a decent experience renting with hertz. I'd like to get the charges dropped/ reimbursed so I can return to being a avid customer.

  Business Response

  Date: 07/31/2023

  Complaint ID: ********

  RR#: 178652670

   

  Thank you for contacting us. Please be advised when the vehicle is impounded it takes time for the vehicle be retrieved. You are responsible for the charges until the vehicle is retrieved. The total charge was $3197.22, however Hertz only collected $1569.75 from your credit care. Due to this there is currently a balance due of $1627.47.

• Initial Complaint

  Date:07/17/2023

  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 had a car reserved under Rental Agreement *********. An *** ************** made my reservation K5493790655 and used my account number of ******** to make me this reservation for a medium size ***** Model 3 or equivalent for a ONE WAY rental from the **************** (***) to ************ (************ - airline terminal return desk for the drop off within 24 hours. I was flying a private jet with a scheduled arrival time around midnight Saturday July 15th. I had confirm with the *** prior in the afternoon that the car was delivered by Hertz to the *** as they are closed on the weekends. When I arrived early and entered the ** Polestar sedan vehicle I discovered that it had a range of only 110 miles. I have pictures. *** most direct distance from *** to *** is ******* miles. *** car given to me had less range that the distance needed for the trip. *** rental fees are high on a one way and the estimate given to me by Hertz was $240. I could not drive directly home that night because even though I live only 5 miles from *** I live closer in and the car did not have the range. I could have driven to a hotel got some rest then driven to a charge station and wait between 4-5 hours to get the range needed to make this drive. However the *** offered to hook me up to their Level II charger (only adds about ***** miles of range per hour of being connected to the car) and told me that I could use their lounge to rest. At 03:30 on Sun I woke up and found the car had a range figure of now 190 miles so I decided to drive home get a 2 hr sleep and return the car to the *** car rental return lot before the 09:00 return time.I was told within a few hours I would get a receipt and told the intake person that I had to charge the car before I could drive it. I did not get an email receipt. Today online I found the receipt and Hertz further insulting my clapped an additional $20 "other adds charges" fee onto my bill.Halfway back I got a LOW TIRE pressure warning.

  Business Response

  Date: 07/31/2023

  Complaint ID: ********

  RR#: 420911304

   

  Please accept my sincere apology for the charging level of the vehicle you received and any inconvenience caused. Please rest assured we will address with the management team to prevent recurrence. As a gesture of our apology I have applied **** gold points to your Hertz account to use towards a future rental. 

  Customer Answer

  Date: 07/31/2023

   
  Complaint: 20334886
  
  I am rejecting this response because:

  First of all **** points toward a future rental is unacceptable.  The reason I state this is that this very same thing happened to me in June from this Hertz rental office in *** Nuys, **.  That time they gave me a car with less than a half a tank of gas on a one way rental to ********************* over 130 miles away.  They called that an inconvenience as well and the local manager ***** also gave me points.  Well with that I decided to use Hertz again and this time a worst situation they put me in.  So giving me points is only valuable if I use their service again.  Now why would I use them again?  That previous rental was June 10 & 11 under RN RRM14185883.

  Secondly, they have not even attempted in their reply to tell us what **** points in my account equates to.

  Thirdly, using the word inconvenience is insulting.  What they did to me with this one way rental was to place me in a situation where I lost sleep for that night while the car was being charged to a level that would assure the range was sufficient to make it to the ******************** in time to me my return obligation.  I loss a night of sleep in a bed.  I assure you that that is worth more than giving me points for a future rental.

  Fourthly, they have not explained why they tacked on an additional $20 fee for charging.

  Lastly, their own contract states that they will give EV cars out with a minimum of 80% charge.  They are not abiding by the terms of their own agreement.  This is a serious and ongoing breach of contract with Hertz twice within a month.  Again unacceptable.

  I will not allow Hertz to get away with continuous breaches of our contract and then be encouraged (with points) to do business with them in the future.  The only solution here is for them to come up with a reasonable monetary sum to compensate me for losing sleep, charging their EV to the contractual range percentage and/or a complete refund of all fees for this rental.

  I am fully prepared to take this matter to the next level, ********** *********************** of ******** affairs or a breach of contract lawsuit. 
  

  It is my sincere hope that this bankrupt company do the right and easiest thing in regards to this serious matter.

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

  Business Response

  Date: 08/08/2023

  BBB Case number:   20334886
  Res ID or RA #:  420911304
  
  This is in response to ***************************,
  
  We regret our previous reply did not meet your expectations.  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 the appropriate Hertz Area Manager has been notified of your experience.

  Please note, the **** Hertz Reward Points equate to 2 free rental days.  In addition to the points, I am submitting a credit of $50.00 to your **** account.
  
  Thank you again for contacting us.

  Customer Answer

  Date: 08/09/2023

   
  Complaint: 20334886
  
  I am rejecting this response because:

  The Hertz corporation does not personalize their response yet they know who I am.  This business model does not sit well with me.

  Nonetheless, they have continued to respond to my claims of breach of contract.  Their contract for this rental clearly states that they will give the customer the vehicle with at least 80% charge.  It had 40% charge and because they give me a FUTURE 2 day car rental ( no mention of expiration of those points) plus $50 credit is totally unacceptable.  
  

  At this point in time I see no logical reason why I should accept doing business with Hertz.

  1.  They breached their contract (as described herein, above and other BBB correspondences).

  2.  They caused me to lost a night of sleep as I charged their vechicle.

  3.  I have proof also that their vehicle is defective in its maintenance - half way into my drive the vehicle had a warning concerning all tire pressures being low.

  4.  Hertz has never addressed and answered to us how they could, charge me another $20 at the end of the rental for a charging fee.

  I will accept nothing less that a full refund and an  apology from this *** Nuys manager in writing.

  I am fully prepared to take this matter further for a resolution to other organizations, institutions, and file a formal complaint with any and all governmental/regulatory bodies on this breach of contract that caused me to loss sleep with a vehicle that was not well maintained.

  These are serious charges that must be addressed by this corporation or face the possible ruling by the Riverside Superior Court as I have a very valid case against them. Their response is from an unknown person from an unknown department within the Hertz corporation and not from their legal department which will be the next department to hear this matter between us.

  It is my most sincere hope that the Hertz Corporation will respond to this FINAL request for a serious resolution that will allow us the opportunity to resolve this outside the courtroom.

  Hertz - you have Breached your contract and you had put me in harm with a defective vehicle and also cause me to lose a night of sleep!

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

• Initial Complaint

  Date:07/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I reserved a car for a multi-week rental in *********. Rental agreement #*********. A few days into the rental, the vehicle was experiencing some type of electrical issue and would not start. This was at about 7 pm. I called the Hertz line for vehicle issues.I was told no service vehicles were able to be dispatched, even though I was just outside the city. I asked if I could Uber to the airport for a replacement vehicle, and was told no. They also said they could not have anyone bring out another vehicle and deal with the service issue when they had a service team available. I was told no. Essentially I was told I would be without a vehicle until the morning when they could dispatch someone and that I would need to bring the car to the airport to exchange it myself. Hours later, someone did show up and jump started the car. It would not start again in the morning and I had a neighbor to the AirBnB assist. I brought the car to the airport for the exchange and asked what would be done about the loss of vehicle use plus missing planned events for the evening. The manager at first offered nothing, then a nominal credit on the bill. Not adequate for the experience but he said it was all he could do.

  Business Response

  Date: 07/19/2023

  BBB Case number:20334750
  
  Res ID or RA #:*********
  
  This is in response to ***************************************,
  
  All Hertz vehicles should be properly cleaned, serviced, and in good mechanical condition before being released for rental.  Unfortunately, some problems can occur unexpectedly.  We apologize for the inconvenience experienced.  We always want to provide quality vehicles to our customers.
  
  As a gesture of our concern, a credit of $96.34 is being issued to the **** account ending in 6064.  This represents two rental days.  Please allow 5 to 7 business days for this credit to post to the account.
  
  Thank you for contacting us.
  
  

• Initial Complaint

  Date:07/17/2023

  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 went online to reserve a vehicle in ******* for a one day rental for a critical meeting. Rental #*********. The online reservation system showed Atlanta had no cars available. I called the President's ****** customer ******* number, and the agent advised that the airport was booked, but that she could get me into a car at a nearby location.Upon arrival on a redeye into ******* at 7 am, I checked at the airport counter to see if any cars may have become available for a reservation transfer, but there were still none available. I took an Uber to the location on my rental confirmation from the President's ****** ******* line. I arrived before the 8 am opening time listed on the reservation. The location is in an downtown area of ******* where I did not feel particularly safe.At 8, I noticed there was no activity at the location. Upon further inspection, I noticed the sign said the location is completely closed on weekends. Hertz had booked me to a closed location.I called customer *******, and explained the situation and said I was going to another location for a car. I asked how I would be compensated for the Uber trips, and instead was told I would need to pay the difference between the rate I was offered at the *closed* location vs where ever I went for a car. I asked for the CSRs name, and to speak to a supervisor, was placed on hold then disconnected after 15 minutes.I called back again, was told there were no supervisors available, and there was nothing that could be done. No one would acknowledge that Hertz had made an error booking me to a closed location, or offer any resolution.I completely missed the morning event I had flown to ******* to attend.In the last two years, I have seen nothing but a gross decline in Hertz's ability to effectively deal with customer ******* issues.

  Business Response

  Date: 07/19/2023

  BBB Case number:20334696
  
  Res ID or RA #:*********
  
  This is in response to ***************************************,
  
  We apologize for the reservation being booked for a closed location.  We can certainly understand the frustration and apologize for the inconvenience.  
  
  So that we can refund the out of pocket Uber fare, we will need the Uber receipt.
  
  As a gesture of our concern, we have added 950 Gold Plus Regard points to his account.
  
  Thank you for contacting us.

• Initial Complaint

  Date:07/17/2023

  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 bought my Hertz Certified 2018 ***** 3 Hatchback (blue) vin number ***************** from Hertz on 5/26/2023. On 5/30/2023 I went to Americas tires to have the tire tread checked and took it back on 6/6/2023 Americas **** said the front right wheel was bent. I contacted ********************* my sales consultant as soon as I was notified of the issue. He transferred me over to ****** the finance manager. ****** told me to bring the car in and will be able to fix the wheel at no cost and I told him the right back passenger window seal has air coming inside. ****** was aware of this on the original test drive. So I brought the car back to Hertz on. June 8, 2023 for ****** just to tell me to bring it back on Tuesday June 13, 2023. When it was originally scheduled for June 8, 2023 to be fixed. Brought the car back on Tuesday to Hertz and ****** told me that I will be responsible to fix it. I told ****** that is not what you told me last week you said you can fix it. Then he said if the wheel is over $250 his mechanic will have to scavenge for a wheel. Then ****** was yanking on the window seal making the problem even worse. I did not give ****** consent to do that since I own the car. Now it sounds like I am driving with the window down when it is rolled up. ****** proceeded to say for the window seal that it ***** if it is like that and not sure if hertz can fix it. I left hertz because ****** was lying to me and I felt like they did not care about my safety especially for the wheel being bent. I contacted corporate then I was transferred to Hertz used car sales. The District Manager (last name: ******) for the ******** Hertz was supposed to reach out to me but never did. So the problem was never fixed. Its absolutely absurd how the Stockton Hertz team was acting. I was told multiple times that issue would be resolved. However unfortunately that isnt the case. Since the car is certified there shouldnt have been any issues with the car.

  Business Response

  Date: 07/18/2023

  BBB Case number: 20333541
  
  This is in response to *********************************, 

  Unfortunately, our office is unable to assist with Hertz Car Sales transactions. I have forwarded your comments to *************************** for review and request he reach out to you as soon as possible. For additional assistance, you may contact the Hertz ******** **************** at **************. 

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

  Customer Answer

  Date: 07/23/2023

   
  Complaint: 20333541
  
  I am rejecting this response because:
  I dont understand how Hertz cant help assist me in this matter when my transaction was through Hertz. Before I even escalated my matter I made sure I took the proper steps. But I just got the run around from Hertz and nothing got resolved. The only person who had helped me was a representative from hertz used car sales when my call was redirected from Hertz headquarters. She took down all my information about the issues I was having and said *************************** will contact me within 3 business days and he never contacted me. So what I do not understand is Hertz solution to my problem is just to pass it off back to *************************** the person who never contacted me to resolve my issue. All I am asking is to have a couple things fixed since the car was Certified and was told everything was inspected but apparently not. So if my tire blows out due to a bent rim and crash for the car not being thoroughly inspected but is was check off as good then how many other cars is this being done to and jeopardizing safety. plus I notified Hertz of the issue within a week of barely having the car. But again just got the run around, wasting my time and lied to. I called them out on their BS and they had nothing to say when I was in there in person. Acting all nice during the sale of the car but after the purchase ****** and ****** acting fake. 
  Sincerely,
  
  *********************************

  Customer Answer

  Date: 09/05/2023

   
  Complaint: 20333541
  
  I am rejecting this response because:

   

  There has been another incident prior to other issues occurring with the Hertz Stockton Car Sales. I purchased the vehicle on May 26, 2023. However, I have not yet received my tags and vehicle registration forms. I contacted *** and they said the vehicle is registered under someone elses name and located out of state. The car shows it has been registered in CA but sent back out to out of state. The *** also stated the process of the registration hasnt even been started which is odd and unlikely given there is a procedure. The *** had me report it to my bank as well. So both of them are aware and will be opening an investigation. I also contacted the Hertz Car Sales in Stockton immediately but they arent answering. I would like to open an investigation with you guys as well. I need this resolved immediately since I am making payments and I did everything accordingly on my end. The *** and I would like to know why this car has been registered underneath some elses name and not my name when I purchased the car and I am making payments through my bank and I have insurance as well on it. This is concerning and seeming like FRUAD.
  

  
  

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

  Business Response

  Date: 09/11/2023

  BBB Case number:20333541
  
  Res ID or RA #:NA
  
  This is in response to *********************************,
  
  This office handles the rent-a-car division of Hertz.  We do not handle the car sales division.  We have once again forwarded this to the car sales management team to provide assistance.
  
  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.

  Hertz case number#********** Having issue replacing my rental. Maintenance is needed for two flat tires with no spare in trunk.Giving me the run around where vehicle is located . ******* or *** airport is the locations I keep getting from roadside assistance specialist with hertz *************.This has been going on since 6/30/2023.Please help me to resolve this situation.My contract is originally from **** ******************, *******, ************ branch manager is *************************

  Business Response

  Date: 07/20/2023

  BBB Complaint ID: ********
  ********************** Agreement # *********
  
  Thank you for contacting us. We appreciate this opportunity to address your concerns.
  

  Our records indicate that the rental vehicle was towed and the rental contract was closed. I have separately emailed you the invoice for your reference.

• Initial Complaint

  Date:07/17/2023

  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.

  Hertz charged me a fee for a no show reservation even though I showed up to the reservation.I tried discussing a refund with the manager there and she informed me to call a specific department. Been on hold with the company for three days for multiple hours for a refund.Current toy disputing the charges with my credit card company as hertz, by lack of communication for reaching out to me, are not refunding me even though I have done my due diligence for a refund.

  Business Response

  Date: 07/20/2023

  BBB Complaint ID: ********
  

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

  Our records indicate that you had two reservations booked for our rental location in *******, MI. The scheduled pickup date for K5372605981 was June 28, 2023. The scheduled pickup date for K5371505650 was June 29, 2023.Since you picked up on June 29, 2023 and did not cancel your reservation for June 28, 2023, you were correctly charged a no show fee. However, as a gesture of goodwill, I have processed a refund of the no show fee in the amount of $102.80.Please allow 5-7 business days for the refund to post to your account.

• 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 purchased a rental from Hertz for July 7th until returning the evening of July 10th. When I got there, they told me they would give me an electric vehicle for the rental. I don't own an electric vehicle, and I didn't really understand what I was getting myself into.I naively accepted, and was on my way. During this time, nobody told me:1. That there would be NO charging stations within a ***** minute drive of my destination.2. That there would be a requirement to return the car charged over 70%. (I already paid for "PREPURCHASED FUEL" because I always just want to return it at whatever since I normally use hertz for rentals.3. That this Tesla Model 3 would only get ******* miles to the CHARGE!!! The estimate apparently is 300 miles but this garbage car that Hertz gave me was losing 70% on a 90 mile drive.Once I got CLOSE to my destination, the car (which was given to me at 90%) was around 28% or so. ** that time, I looked for a charging station. ** that point, I was 20 miles from my charging station (30 mins), but even further from my actual destination. I had to drive out of my way (or I would have lost my charge at the home) to sit there for 2 hours (1 hour wait and 1 hour charging)....to charge this piece of junk.Once I finished and got to the house, I was already down 30% in 30 miles. ** that point, I called Hertz dozens of times, and it went to a full voicemail, and nobody picked up the calls. I couldn't get a hold of anyone. I just left the vehicle in the destination for the whole reservation, and drove it back when I had to leave for the airport.Hertz failed to offer any assistance for a "5 Star" Member. They started slapping fees on me at the return, and told me to wait in their 30 people deep line (while I had a plane to catch).I emailed them, and they gave me a lousy 20$ credit. I will never use Hertz again, and they have lost a lifetime customer. I want a refund for the reservation that was unusable and hertz did nothing to help.

  Business Response

  Date: 07/18/2023

  BBB Case number: 20332039
  RA #: 406850850
  
  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, I have issued a refund of the extra rental day charge and an additional $100.00 credit off the prepayment. The adjustments are 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,
  
  *****************************

• Initial Complaint

  Date:07/17/2023

  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 had a prepaid reservation for ******* at $308.57, which included concession fee and taxes. Before I checked in, I contacted a couple Hertz offices and was told different things about adding a car seat. Some told me its an included perk or President ****** members; others said Id be charged. At check in, it was added and I was told it would be $12.99/day. After returning the car, I was charged $79.22! It seems extra concession fee and taxes were charged, when it was already included in the prepaid amount. The tax amount is different on several of the receipts. This is outrageous. As a presidents circle member, this should not have happened. Also, I checked the rental prices one day before check in, and it was $40 cheaper than my prepaid rental! How is it that the prepaid amount is more than booking one day in advance? Moreover, the car had a max ***** of 80 mph, and with the autopilot it couldnt go faster than 75 mph. Driving on the highway where the ***** limit was 70 mph was not good. Also, the vehicle had no windshield wiper fluid. During my 2 hour drive on the highway, the windshield wiper turned on automatically when it drizzled, and it continued to operate even when the rain stopped. This continues for an hour. My wife has a *****, so I know how to turn it off, but for whatever reason the control would not allow me to turn off the wipers.I have reached out to Hertz and it replied that it could not help me. The response did not address any issues that I brought up regarding the vehicle.

  Business Response

  Date: 07/18/2023

  BBB Case number:20331610
  
  Res ID or RA #:*********
  
  This is in response to *****************,
  
  I am very sorry for any misunderstanding regarding the charges billed for the child seat.  The prepaid voucher included the fees and tax for the rental charges.  Supplement equipment are also subject to fees and tax.  However, there was an error in the charges billed.
  
  The child seat fee was $12.99 per day X 3 = $38.97.  This fee is subject to the *****% Airport Concession Fee $4.06 and the 21% tax $9.09.  The charge should have been $52.39.
  
  A credit of $26.83 is being issued to the **************** account ending in 1007.  Please allow 5 to 7 business days for this credit to post to the account.
  
  Rates are based on supply and demand and forecasting of business.  If business is less than expected, then rates can drop.  However, if there is a higher demand than expected, the rates will increase. 
  
  Thank you for contacting us.

  Customer Answer

  Date: 07/18/2023

   
  Complaint: 20331610
  
  I am rejecting this response because:
  

  I have not received any comments regarding the operability of the rental vehicle (i.e. no windshield wiper fluid, low max ***** of 80 mph75 mph on autopilot, and messed up auto windshield wiper that would not shut off even when rain stopped).

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

  Business Response

  Date: 07/20/2023

  BBB Case number: 20331610
  RA #: 407392812
  
  This is in response to *****************, 

  I am very sorry for the condition of your rental vehicle and the inconvenience you experienced.  All Hertz vehicles should be properly cleaned, serviced, and in good mechanical condition before being released for rental.  We always want to provide quality vehicles to our customers and certainly appreciate your letting us know of your experience.  This matter will be reviewed with our maintenance personnel. 
  
  For your future reference, if a customer encounters difficulties or is unhappy with the vehicle for any reason while on rental, we ask that they contact the Hertz **************** at ************** to arrange for repair or exchange of the vehicle.  ************ is provided with as little inconvenience as possible to our customers. 

  As a gesture of our concern for the inconveniences you experienced, I have added 950 Hertz Gold Plus Reward points to your account. 

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

   

• Initial Complaint

  Date:07/17/2023

  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.

  Hertz/Thrifty Car Rental Reservation #********* Itinerary #************** ********* **

  Business Response

  Date: 07/18/2023

  BBB Case number:20331504
  
  Res ID or RA #:*********
  
  This is in response to *****************************,
  
  All Thrifty vehicles should be properly cleaned, serviced, and in good mechanical condition before being released for rental.  We apologize for the inconvenience experienced.  We always want to provide quality vehicles to our customers.
  
  An additional credit of $272.69 is being issued to the MasterCard account ending in 4612.  This represents the remaining rental charges billed.  Please allow 5 to 7 business days for this credit to post to the account.
  
  Thank you for contacting us.

  Customer Answer

  Date: 07/20/2023

   
  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,
  
  *****************************