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.
1,713 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:07/17/2023
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 have continuously rented a vehicle from Hertz the last 4 months. Totally over $3500.00 my contract rate has not been honored. I've complained they tried to adjust and it still was incorrect.. My reward points don't reflect the money spent either. I have lost and been over charged nervous times which is violation of the fcc and my consumer rights. The phone calls are answered overseas where the people are inconsistent and very unprofessional and rude. Hertz does not take accountability nor do the follow the laws when escalating concerns. This is my third complaint without any proper resolution.
Business Response
Date: 07/18/2023
BBB Case number:20330947

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

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

We regret any misunderstanding regarding the charges billed. On rental ********* for March 23 - April 20, this reservation K43901546E6 was not booked using a #1 membership or a CDP number. The original booking was for 4 days from March 23 - 27. The actual rental was for 4 weeks. The original amount billed was $1391.75. On May 26, a credit of $338.35 was issued to the **** ending in 8350. We have added **** Gold Plus Reward points for this rental since she does have a Gold membership.

On rental *********, this reservation K48022772F0 was booked with a #1 membership and CDP 40218. The original booking was for 7 days from May 2 - May 9. The actual rental was for 22 days from May 2 - 24. The reserved weekly rate was applied, the billing was for $880.54. On this rental she earned 614 Gold Plus Reward points.

Rental ********* was also booked using a #1 membership and with CDP ***** for Hertz Family Friends in *******. The reservation K5144035518 was booked for 2 days, from June 5 - 7. The actual rental was for 16 days from June 5 to June 21. When using the Hertz Family and Friend discount, the maximum rental time is 16 days. The applicable weekly rate was applied to the rental. This rental was billed at $1112.31. When using the Hertz Family and Friends discount, you cannot earn Gold Plus Reward points on the rental.

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

Complaint: 20330947

I am rejecting this response because:

the imformation and daily rate are incoorect and inconsistent.

Sincerely,

*******************************
Business Response
Date: 07/26/2023
BBB Case number: 20330947

This is in response to *******************************,
In further review of the three rentals found under your driver's license, we have confirmed the information we previously provided is accurate. After a thorough review of this matter,we stand by our original decision. 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.
Hertz provides rates based on several factors. This includes where and when you rent, the type of vehicle, and whether you receive a discount or special rate through your affiliation with a company or organization. Also, Hertz utilizes a ****************** system similar to hotels and airlines, where rates are assigned based on supply and demand. Generally speaking, the earlier you book your reservation, the lower the rates will be. We regret any misunderstanding regarding the rate billed; however, the charges have been reviewed and are correct.
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:07/16/2023
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.
My wife arrived at *** on July 11th 2023. We had a CONFIRMED reservation for a rental car reservation number K5411065947. Upon arrival, she was told there were NO CARS AVAILABLE on the lot. When she asked why, she was told they overbooked. When I called and said we had a confirmed reservation, they said basically too bad there is nothing they can do to help us. They were rude and unapologetic. Their response was come back tomorrow and we should have a car for you. Mind you, this is at the AIRPORT. How are you supposed to come back tomorrow for a car?The only solution they had was to go to another location and pick up the car there. When I asked if they would provide transportation to the other location, they said no. That cost is your problem not ours. This is HERTZ! My company uses them exclusively for over **** cars per year! Asked to speak to a manager and the manager told me exactly the same thing. She was one of about 15 people in line at that time who were told the same thing. Rest assured my company WILL NEVER USE HERTZ AGAIN! I will give my business to another company. Just cancelled 80 car rentals that were due for this month. Its *********, but I have had better service in ******* and other similar areas than this. No compensation, or other credit for a future rental was even offered. *******************, pound foolish!
Business Response
Date: 07/18/2023
BBB Case number:20329318

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

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

I apologize for the inconvenience you experienced in ********* when we were unable to honor your reservation because a vehicle was not available.

Although our reservation system is designed to provide a vehicle at the time and place requested, situations can sometimes develop that prevent us from honoring a reservation. Normally our inventory of vehicles is more than sufficient to meet confirmed reservations; however, on occasion, customers do not return vehicles as expected, and the resulting shortages cannot be overcome immediately.

As a service oriented company, we rely on customer feedback to help us maintain and improve our service performance standards. The information you have provided is very important to us, since it tells us how our various locations are doing and where improvements are needed. Contrary to the poor impression this experience has left with you, this is certainly not representative of the high quality of service we strive to give our customers.

As a gesture of our concern, we would like to mail you a $75.00 rental certificate for use on a future rental. So that we can mail this to you, please provide your physical mailing address.

Thank you for contacting us.
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. Please forward my address to Hertz so they can send me my rental credit for future use.
*************************
********************;
***********, ** 01950

Sincerely,

*************************
Initial Complaint
Date:07/15/2023
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 completed a rental agreement #*********. Hertz emailed me a notice about a parking ticket from *************** Hertz said it will charge my credit card for fees plus administrative fees. I contacted the hotel and the hotel said it will cancel the ticket which was created by mistake. I emailed Hertz Customer Relations three times to cancel/stop the payment/charges on my credit card. I was emailed a reply that said Hertz will not charge my card.Now there is a credit card charge for $145.00. I emailed Hertz with everything needed to show hotel has cancelled their parking ticket. There is no response afterwards.For the same rental I was told by the manager *** and ******** Hertz to bring the electric car at 20%. I brought it back at 45% but in the final invoice there is a charging fee for $45.
Business Response
Date: 07/18/2023
BBB Case number: 20327433
Res ID or RA #: *********

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

I apologize for any misunderstanding. I have verified a credit for the violation of ****** GBP has been processed to the **** account.
Since you have indicated the vehicle was returned with the appropriate charging level, a credit for the recharge fee of ***** GBP is also being processed to the **** account.

Thank you for contacting us.
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:07/15/2023
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 07/07/23, I rented a Tesla and picked up the vehicle from the Hertz Airport (***) location, terminal B side. Rental Record # ********* . The agent I spoke with automatically added the loss damage wvr which was $335.92 without my authorization. He swiped my card from behind the desk and when I signed the agreement on the debit terminal after he put it back onto the counter it only said you agree to the terms and conditions, but nowhere was it mentioned that I was purchasing this insurance, which I do not want- I already have this coverage. I was redirected to the A side of the terminal, and on my way over, I noticed the extra charge and brought it up immediately at the A side counter. The representative told me I had to speak with a supervisor in the ********* went over to the garage, and the representative there said the supervisor was in a meeting (at 11:35 pm) and said I had to wait for them to finish, I agreed to wait thinking it would be 15 mins or so. I watched as several other people made complaints about their vehicles (primarily cleanliness). There was a point where I saw the rep call what appeared to be a supervisor and said no this isnt a pretend call this time. This irritated me because clearly this company doesnt take customer complaints seriously. I waited over 2 hours for the supervisor to only be told by the representative that the supervisor said they cant do anything and to email ************************************************* which was on the wall. I emailed immediately. Keep in mind this whole complaint was before I even got to the vehicle to drive it out of the lot. They said I would receive a reply within 24 hours. No response was given. I refuse to pay these charges and Im appalled by the service I received by Hertz. Im a travel advisor within the multibillion dollar company I booked with and will share my feedback with them.
Business Response
Date: 07/24/2023
BBB Case number: 20327396
Res ID or RA #: 407306605

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

We apologize for any misunderstanding regarding the Loss Damage Waiver (LDW). A credit of $371.69 is being processed to your **************** account.
Thank you for contacting us.

Customer Answer
Date: 07/24/2023

Better Business Bureau:

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

Sincerely,

**********************************
Initial Complaint
Date:07/15/2023
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 2022 ****** Altima on 7/6/23 with a defective fuel gauge that was discovered the next day when I filled up the vehicle prior to returning to store. The fuel gauge showed full but since I used approximately 3 gallons based on the usage. The pump never stopped till **** gallon. The car basically was empty and not full as stated. After the fill up the tank showed 3/4 full. The size of the tank in that vehicle is only 16 -17 gallon **** Went to store and told the man about the issue but he refused to acknowledge but stated that he can refused me $14.82 thats all he is authorized to do and the rest will be up to the branch manager who was not at the store. He gave me his business card. I emailed the manager ***************************** requesting refund on the remaining amount of $49.95 on 7/10/23. Its been 5 days and have not heard from him or at least a note that he is looking into the issue. I even told him to have fuel gauge before renting out again that potential endanger somebody being stranded at a wrong place and time with this extreme heat weather.
Business Response
Date: 07/31/2023
BBB Case number: 20326740
RA #: H25531785

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.

A credit of $49.95 will be processed to your Discover ending 8897. The adjustment is being made at this time,but may not appear on the next monthly statement due to billing cut-off dates.
Thank you for giving me the opportunity to review this matter. We value your business and hope that we will be able to serve you in the future.

Customer Answer
Date: 08/14/2023

Complaint: 20326740

I am rejecting this response because:

hi, I did reply to you on 7/29/23 that I havent heard from Hertz. Therefore case should not be closed. I am still waiting for the refund of the overpayment on the fuel due to defective fuel gauge. Please dont put in your record that the case had been closed with consumer being satisfied and compensated because I am not!!

Sincerely,

*****************
Business Response
Date: 08/16/2023
BBB Complaint ID: ********
********************** Agreement # H25531785

Thank you for following up with us. I have confirmed that a refund in the amount of $49.95 was processed. I have separately emailed you the invoice for your reference which shows the refund that was processed.
Customer Answer
Date: 08/17/2023

Better Business Bureau:

Hi, finally I received notice from Hertz that they have refunded me the overpayment on the fuel. I am pleased now. Thanks for your help. You may close the case now.

Sincerely

*****************
Initial Complaint
Date:07/15/2023
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.
I am being charged $239.84 dollars for Hertz's PlatePass All-Inclusive Toll Option. This was never discussed as a potential option therefore declined. I opened transponder box to pay tolls as would be expected by most people. There was no mention by Hertz that that would incur additional fees for every day of the rental, not just the days the tolls occurred. The rental record is *********, from 6/9/23 - 7/1/23. The pickup and return location was **********************************. I believe the fee should be no more $9.99*5 days use + the actual tolls. BBB has already resolved this issue for others. Hertz has already been sued for this and lost but the practice continues.
Business Response
Date: 07/18/2023
BBB Case number:  20326638
Res ID or RA #:  380906223

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

I sincerely apologize for any misunderstanding regarding the charges billed for the toll fees. Please note, toll details are provided on page 4 and 5 of the rental agreement. I have attached the rental agreement.

There is a daily service fee for all rental days once a toll road is used (including days on which no toll roads were used), plus the toll fees. A separate invoice for toll-related charges will be sent to the address listed on your rental. The charges will appear on your credit card as a separate charge from PlatePass. Copies of itemized receipts and payments can be made on-line at www.platepass.com. PlatePass **************** can be reached at ************** between 7:00 a.m. and 7:00 p.m. Central Standard Time or by E-mail at ******************.
Thank you for contacting us.
Customer Answer
Date: 07/18/2023

Complaint: 20326638

I am rejecting this response because:
I did not receive the full rental agreement when I made the reservation, when I picked the car up, or when I returned it. The only documentation I received when I picked the car up is the 1 page document in the attached picture. There was no indication that there would be a daily charge for the transponder even on days when it wasn't used.

Sincerely,

***************************
Business Response
Date: 07/20/2023
BBB Case number: 20326638
RA #: 380906223

This is in response to ***************************,
We sincerely apologize for any misunderstanding regaridng the PlatePass All-Inclusive Toll Option. I have sent a request to our PlatePass contact to remove the All-Inclusive Toll Option and only bill for the tolls passed plus applicable administrative fees. Please allow 7 to 10 bsuiness days for the $167.09 refund to reflect on 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:07/15/2023
Type:Order 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 was in *********** for a period of time and needed a car, so I rented through Hertz where I am a Hertz Gold member. I went on the app and reserved a car with the reservation code K5241463372 and a total anticipated charge of $629.75. In the email, which is attached to this claim, it clearly states Due at Time of Rental: $629.75.When I arrived at Hertz *************************** in *********** to pick up the car, the clerk explained to me all of the benefits that I had access to as a Hertz Gold Member, which included:Automatic upgrade ****************** included in my rental ****** fees, i.e. I could return the rental with an empty tank and would not be charged He explained all of these benefits and then gave me the contract to sign. I thought I was signing what was being explained to be, but it turns out he was lying. The contract I signed included:Prepaid gasoline charged ******************** charges that I did not ask for In other words, I was swindled into signing something that I did not reserve, want, or signed up for. How can someone go from reserving a car for $629.75 and end up paying $1,806.34 for that same reservation? The clerk clearly explained to me certain things that were completely different in the contract I was signing.
Business Response
Date: 07/18/2023
BBB Case number:  20326249
Res ID or RA #: ***********

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

We regret any misunderstanding regarding Collision/Loss Damage Waiver (CDW/LDW) and Fuel Purchase Option (FPO). These services are not included in the estimated quote provided at the time of booking. These are optional services which are declined or accepted at the time of rental.  Our records indicate these services were accepted at the time of rental. Therefore, we cannot refund the charges after the rental has been completed. Had an accident or loss occurred during the rental, Hertz would have honored the Terms and Conditions of the Rental Agreement.
Thank you for contacting us.
Customer Answer
Date: 07/18/2023

Complaint: 20326249

I am rejecting this response because: I was misguided to believe it was included in the reservation price by the agent behind the counter.

Sincerely,

*****************************
Business Response
Date: 07/24/2023
BBB Case number: 20326249
Res ID: ***********

This is in response to *****************************,
Regrettably, we are unable to reconstruct the conversation between our representative and yourself. Therefore, we must rely on the signed documentation indicating your acceptance of the optional services. A copy of the signed/initialed rental agreement and final invoice are attached. No refund is warranted in this case.
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:07/15/2023
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.
I rented a car for a week, ended up only needing it for 2 days, Hertz is still charging me full price for the 7 days, told me since the car is prepaid (all rentals are prepaid) they will not refund my balance owed. When I got the rental they also up charged my $29 a day because I didnt want an electric car to drive from ************ to *********** *******. This company is a scam.
Business Response
Date: 07/18/2023
BBB Case number: 56387220-D31EA
Res ID or RA #: 405525676

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

We apologize for any misunderstanding regarding the vehicle class confirmed, as well as the prepaid rental conditions. I have verified a class A6 vehicle was confirmed on the advance reservation. This vehicle class is the manager special. Therefore, the manager assigns the vehicle class based on location availability. An upgrade was accepted to a class L, midsize SUV vehicle for an additional fee of $29.00 per day.
Hertz offers prepaid and non-prepaid rates. When selecting a prepaid rate, the customer must agree to the prepaid terms and conditions. Per the prepaid terms and conditions, no refund can be provided for unused days. Due to the reservation being processed through a third party site, Hertz was not involved in the confirming of this reservation. It is the responsibility of the booking party to verify all conditions and ensure that all information is relayed to the client.
Please note, our records indicate the location did utilize a portion of the prepaid excess to cover the upgrade fee. Therefore, no additional billing was processed to the credit card for the upgrade.
Thank you for contacting us.
Customer Answer
Date: 07/20/2023

Complaint: 20325727

I am rejecting this response because: you are charging me for services not rendered. $29 upgrade for a gas powered vehicle is insane. 2 days of a car rental costing $583 is insane, this company is not acting with the consumer in mind, making up rules to keep $ without rendering a service is theft. I agreed to a daily rate, did not keep the car as long as I thought I would need it, and now am being charged the full amount? These are predatory acts on the consumer.

Sincerely,

***********************
Business Response
Date: 07/21/2023
Complaint ID: ********
********************** RR#: 405525676
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. At the time of reservation, the Prepaid Terms & Conditions were outlined and had to be accepted in order to complete the transaction. These same Terms & Conditions are being provided below for your review:
Program Terms and Conditions

Changes/Modifications to "Pay Now" rentals are subject to the terms and conditions below.
1) Discount will vary depending on location, length and date of rental; discount will not apply in all cases.
2) No refunds or credits for unused rental days.

3) Prepaid rates cannot be combined with any promotional offer, voucher or certificate.

4) Rates exclude vehicle licensing recovery fee, airport facility use fee/customer facility charge, hotel concession fees, other cost recovery fees, governmental surcharges, taxes or other optional items such as child seats, luggage racks, refueling items, insurance, NeverLost or optional refueling, or one-way charges for which the renter may be responsible. Excluded services cannot be prepaid; if accepted, must be paid locally at time of rental.

5) Changes to a reservation must be done at Hertz.com using the "Modify/Cancel" option. Any changes to the reservation may impact the rental charges. To provide you with increased flexibility, customers with pre-paid rentals booked prior to March 13th can cancel their reservation for no fee and transfer their balance for use toward a future booking to be used within 24 months. View full pre-pay rental terms here.

6) Approximate rental charges are based on available information at the time of reservation for renters age 25 and older. For minimum age requirements please see "Rental Qualifications and Requirements" link below for details. Please note that for renters under age 25 an additional daily age differential charge is waived. Additional fees or surcharges may be applied at time of rental.

7) The customer will be asked to enter a valid credit card number at the end of a change to a prepaid reservation. This must be the same credit card that was used for the original reservation. If the customer wishes to change the credit card, then the original reservation must be cancelled (see terms and conditions for Cancellations) and a new reservation made. Debit cards and Hertz Credit Cards are not valid forms of payment for prepaid rates.

8) When renting the vehicle at the counter, you must produce the same credit card with which you paid online and a valid driver's license. The credit card used must be in your name and presented at the time of rental. Once proof of this card has been provided, Hertz can accept any other valid credit card in your name at the time of rental for taxes, fees and incidentals.

9) Standard rental qualifications and rental ****** restrictions apply.

10) ***: A *** code can be added to a reservation. However, there may be circumstances in which this *** code is linked to a negotiated discount or rate that does not match Hertz retail prepaid rates. In this circumstance, the customer will see the error message: 'No prepaid available'. The customer may cancel the original reservation (see terms and conditions for Cancellations) and make a new reservation adding the *** number.

11) A valid drivers license and credit card must be presented at the time of rental to cover any reasonably anticipated charges which have not been included in the prepaid voucher.

12) All rentals are subject to Hertz standard terms and conditions of the Hertz Rental Agreement in effect at time and place of rental.

13) Rental days are based on 24 hour ******s commencing at time of pickup. Additional days will apply if the rental is kept longer than specified (additional days begin after a 29 minute grace ****** and will be billed at a higher rate).
14) This program is available at participating cities/locations and blackouts may apply.

15) Voluntary upgrades will be charged at locally applicable rates.

16) Please print your prepay confirmation and present at the counter.

17) The *** card is a valid form of payment for prepaid rates.

18) Prepaid rates are subject to availability.

19) LIS cannot be provided for rentals in excess of 30 days in certain states, including CA, NY, FL, TX, ** and **.

20) Please note that due to the nature of the prepaid rates, Hertz cannot provide a single receipt for a prepaid rental. Two receipts will be provided - one receipt for the prepaid amount and one receipt for the remainder of charges payable at the counter.

21) Your Hertz Prepaid Rental will appear on your credit card statement as "HERTZ PREPAYMENT".
As previously stated, when booking a Class A6 - Managers Special, the vehicle provided is at the discretion of the manager at the branch and is dependent on the vehicle make/model that is most in availability at the time. If the provided vehicle is declined, customers may choose to pay for a vehicle upgrade into a vehicle of their choosing. Customers who require a specific make, model or vehicle amenity should book the specific vehicle class to ensure the desired vehicle is received.
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.
Initial Complaint
Date:07/15/2023
Type:Order 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.
Reservation K4850053356 Rented a car at Hertz. Paid online with Amex. Rented for a whole month.Today when my vacation started and I was supposed to get the car the agent claimed that I have credit issues.I don't.The car was paid in advance.I even made a check at the Swedish official site for credit control, no issues.I don't have a car for my vacation.I want a compensation AND MY MONEY BACK.
Business Response
Date: 07/19/2023
BBB Case number: 20325459
Res ID: ***********

This is in response to **********************,
We sincerely apologize we were unable to provide a rental for your July 15 reservation. Our ****** office has advised a full refund of the prepayment is in process. Plesae allow 7 to 10 business days for the credit to reflect on your account.
As a gesture of our concern for the inconveniences you experienced, I have mailed a $75.00 Hertz certificate to the mailing address you provided on the Better Business Bureau submission.
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: 20325459

I am rejecting this response because:
The other rental car that I had to rent costs 700 dollars extra, that is almost the dubble of my original budget.
This rental company only hade a big car available, a Citroen C4 for seven people, and that means that I get a much larger cost for fuel.
The rental company does not allow me to travel abroad with the car. Since my plan was to cross to ********** for a day I will have to rent a new car for this trip, and that will cost me about 300 dollars, if I find one.
We haven't say anything about the way how I was treated by Hertz personal, and I ask for a compensation for their lack of professionalism and rudeness.
Finally, Hertz claims that a credit control was conducted and it regarded me as an unreliable person. I HAVE THE PICTURE OF HERTZ'S SCREEN SAYING THIS.
I conducted a credit control of myself within minutes, it delivered two answers: 1. I don't have any economical issues preventing me from anything of this kind, and 2. there was no OTHER REQUEST REGISTERED, WHICH MEANS THAT HERTZ ANSWER TO ME IN THE OFFICE WAS BASED ON SOMETHING PROBABLY ILLEGAL IN ******. Fraud?

Sincerely,

**********************
Business Response
Date: 08/01/2023
BBB Case number: 20325459
Res ID: ***********

This is in response to **********************,
Unfortunately, we have been unable to confirm from the location or our ****** office why you were denied rental for your July 15 reservation.
In order to consider reimbursement for additional expenses incurred for the alternate transportation, please supply us with a copy of the itemized invoice(s) received for the alternate transportation. Additionally, we will need the full credit/debit card number with expiration date to issue the reimbursement.
When sending the requested information, please reference file number ******** . Also,as a reminder, please do not send confidential information through e-mail,since this is a non-secure medium. If confidential information is being sent, please use the mailing address listed below or contact our ************************************* at **************.
Address:           The Hertz Corporation
                                                P.O.Box 26120
                                                *************, ** 73126
Thank you for giving me the opportunity to review this matter. We value your business and hope that we will be able to serve you in the future.

Customer Answer
Date: 08/03/2023

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. But only partially.
I have included the following documents:
4. and 5 Pictures showing my contract och cost with alternate car rental.

Reimbursement can be done att the same card with which I payed the ORIGINAL RESERVATION.

Sincerely,

**********************
Customer Answer
Date: 08/03/2023

Complaint: 20325459

I am rejecting this response because:
MESSAGE:

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. But only partially.
I have included the following documents:
4. and 5 Pictures showing my contract och cost with alternate car rental.

Reimbursement can be done att the same card with which I payed the ORIGINAL RESERVATION.

Sincerely,

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

Business Response
Date: 08/11/2023
BBB Case number: 20325459

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

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

Thank you for sending the requested information. ****** in a franchise location for Hertz, meaning they are privately owned and operated. Therefore, I do not have access to the credit card number used on the original prepaid billing. I have only the last 4 digits (****) of the credit card and the expiration date (10/26). In order to process the $700.00 credit, will the other 11 digits of the credit card number.

Thank you for contacting us.

Customer Answer
Date: 08/12/2023

Complaint: 20325459

I am rejecting this response because:
You have already received a picture of my contract with the other rental company. I understand that 700 dollars is the compensation I get according to your proposal.
Nevertheless I suffered more economic loss because of the negligence of your company. I had to rent a car that was the biggest available, they did not have any other car to rent, we got a car for 7 (seven) people!. This meant that the cost for petrol increased, and I believe the difference between the intended cost and the actual one ended in 150 dollars.
The rental company did not allow me to travel abroad with the car, which meant that a whole part av our vacation was cancelled.
Finally, I want to state that I work as a police investigator. I deal with murderers and paedophiles. I can assure you that we treat these persons in a nicer way than the way I was treated by your staff. I definitely believe that I should be compensated for their rudeness.

The number you request is:
*****************

Sincerely,

**********************
Initial Complaint
Date:07/15/2023
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.
During my recent rental with Hertz (Record # *********), I was left at the roadside overnight when waiting for the towing truck for a tire issue. After following fake tracking information, 4 drivers failed to show up, and it took me 24 hours to get a replacement vehicle.On July.3, the rental car I was using experienced a tire blowout and no spare one was on it. I contacted Hertz for assistance at 3pm. Initially, I was told the replacement or fix won't be ready until next Morning due to lack of availability of replacement cars nearby, so I tried finding alternative options before finally asking for a towing from Hertz at 8. Each call to Hertz required a 20-minute hold, which delayed the procedure as well. Later, I was forced to wait for an astonishing 15 hours before the towing service provided by Hertz arrived. This prolonged wait time was incredibly miserable and unacceptable. To exacerbate the situation, the tracking information provided by Hertz turned out to be false. On 4 separate occasions, I was falsely led to believe that assistance was on its way, only to discover that the drivers never showed up. This misinformation caused unnecessary frustration and kept me waiting. I had to stay in the car without basic amenities instead of having a rest in a hotel in the city which the towing would bring me to.Despite enduring such misery and inconvenience, Hertz charged me for the towing service. Considering the extensive delay, lack of support, and false promises, it is entirely unfair and unreasonable to impose additional charges on me. The service provided is far from standard I believe that I am entitled to fair compensation for the distress, inconvenience, and additional expenses incurred due to Hertz's failure to promptly address the situation and provide adequate service. I'd expect that Hertz will rectify this matter by providing a refund for the towing charges and offering an appropriate compensation for the unpleasant experience and broken traveling plan
Business Response
Date: 07/17/2023
BBB Case number: 20325127
RA #: 404073714

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 departments are doing and where improvements are needed. Please be assured your comments will be shared with the appropriate Hertz management.
Our records indicate the towing fee was quoted when you contacted our *************************** and, while we under the problems and inconveniences you experienced, a full refund of the towing fee is not warranted. However, as a gestur of our concern, I have issued a $250.00 credit to your **************** card ending ****. Please allow 7 to 10 business days for this credit to reflect on your account.
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

Complaint: 20325127

I am rejecting this response because: The time wasted due to Hertz's failure, even if calculated using CA min wage, is close to the proposed $250. Not to mention the pain and inconvenience for me to stay at a location overnight without amenities while it could be avoided if the original timeline is observed or the failure could be know in prior. Also I was not able to stay at a hotel or use the car the second day as planned based on the initial calls with Hertz. The original demand of a total of $700 refund would be reasonable.
While the price was initially quoted with the call. It was also expected to arrive with a reasonable timeline. The fact of prolong and fake information provided about tracking is a significant breach of agreement. I don't think I received the service initially quoted.
Sincerely,

*********************
Business Response
Date: 07/20/2023
BBB Case number: 20325127
RA #: 404073714

This is in response to *********************,
We are always concerned when a customer is disappointed with a ********************** for any reason. As a gesture of our concern, an addiitonal $144.37 credit is being processed to your **************** ending 1000. The adjustment is being made at this time, but may not appear on the next monthly statement due to billing cut-off dates. The total credit now being issued to your account is $394.37, this reflects a refund of 1/2 of the towing charge and 1 rental day. Although this is not the preferred resolution, I hope that you will understand our position in this matter.
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: 07/30/2023

Complaint: 20325127

This issue will be escalated.

Sincerely,

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

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