Complaints

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

close

Find a Location

Hertz has 2402 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Hertz

  8501 Williams Rd Estero, FL 33928-3325

• 

  Hertz

  4100 George J Bean Pkwy Tampa, FL 33607-1402

• 

  Hertz

  PO Box 6001 Huntsville, AL 35813-0001

• 

  Eagle Automotive

  2223 Memorial Pkwy SW Huntsville, AL 35801-5621

• 

  Hertz

  727 Highway 43 S Saraland, AL 36571-3604

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:05/15/2023

  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.

  I have contacted this company 7 times trying to solve this issue. On Dec. 16 I rented a car for 2 days from Thrifty, the total amount agreed to was $90.95 as shown on original completed receipt with a daily rate of $32.34. On Dec. 18 I was emailed the attached receipt where my rate magically changed to $97.11 per day and a total cost of $256.81 a difference of over $160. This is fraud and this new amount was never agreed to by me. From here I contacted the company the first time in January 2023 and was told the amount would be refunded and to ignore the collection mail. The company then sent me to collections and added me to a do not rent list. You are not advised you are on the do not rent list until you try to pick up your car which I was told I was on April 30th of this year. I was not allowed to rent a car even though I should not owe any money and the company actually owes me money. I called their Do Not rent hot line again 2 more times on May 1 and 2nd and was told that "it would be sent to a supervisor and I should be removed from the DNR list and refunded shortly". I never heard back from them in any form. I had a work trip starting on 5/15 and called the team again on 5/11 to make sure I wasnt on the DNR list, of which they advised I still was...again. I was told the manager would review and remove me and refund me the followng Monday 5/15 before my rental. When I arrived this morning 5/15 I was told I am still on the rental list and would not be rented to. After another 1 hour on the phone, I was told the only way to rent a car today would be to pay my balance or wait another day for their supervisor to contact me- I chose to pay the amount to expedite the process. I would like a full refund as I have spent number hours, days, and months trying to solve this issue to literally no avail. I am not entirely sure how a company like this remains in business.

  Business Response

  Date: 05/24/2023

  Dear ****************, 

  Thank you for your inquiry.  I appreciate the opportunity to review your concerns.  
  
  I sincerely apologize for the billing error on your December 16 rental and the problems you have experienced in trying to correct our error. After reviewing the charges, I have determined a credit is due. Our records indicate a $75.05 credit was issued to your **** ending **** on May 17. In review of your comments, I have issued an additional $90.81 credit to your account today. The adjustment is being made at this time, but may not appear on the next monthly statement due to billing cut-off dates.  

  I have also confirmed you have been removed from our Rental Suspension list and our able to rent through Thrifty again. 

  
  Thank you for bringing this matter to our attention.  We appreciate your business and look forward to the opportunity of being able to serve you again.  
  
  Sincerely,

  ****** 
  Customer Correspondence Administrator
  
  

  Customer Answer

  Date: 05/24/2023

   
  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:05/15/2023

  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.

  I reserved a rental car at *** for pickup 5/11. I am Presidents Circle, so usually pick up is never a problem. My flight was scheduled at arrive at 11:45pm. But, I called the location to ensure it would not be a problem. The gentleman told me that employees stayed until 12:30 and normally a contract would be printed for me and placed in the car. The day of my flight the weather was bad so my flight was delayed. I called Hertz local location over 10 times trying to get in contact with them for the best course of action. Around 8pm, the voicemail started stating that the location had closed for the evening, even though they did not close until midnight. The Hertz app kept sending me a notification to check in for a convenient pick up. By the time I arrived at Hertz, I ended up being stuck in the garage for over an hour at 1:00am. Security stated I could not use the app for pickup of a rental vehicle. She said she couldnt let me out of the gate unless I had a paper contract. She said the location went through this dilemma all the time. There were also 2 other customers in the garage with me going through the same issue. A Hertz employee appeared at about 1:30am and said he had been there doing admin work. He said the location was unable to print a contract for me beforehand because I used the app to check in. I dont work for Hertz. If there was a flaw in the app, Hertz employees should express this to their company. This is also something they should call to inform customers of who have late flights when they see the reservation to avoid unnecessary issues. The other issue was, Im presidents circle, which means my upgrade is guaranteed. The only cars that were available for me was large sedans. Which was the class I reserved. After working an 8 hour shift, having 2 delayed flights, the last thing I needed was to be sitting in a Hertz garage after 1am going back and forth with security for hours AFTER my card was charged over $600.

  Business Response

  Date: 05/25/2023

  BBB Case number:20062045
  Res ID or RA #:*********
  
  This is in response to *******************,

   

  We sincerely apologize for the inconvenience experienced.  As a service oriented company, we rely on customer feedback to assist ** in evaluating our performance.  Your constructive comments will assist ** in providing the best customer service possible.

  As a gesture of our concern, a credit for 1 rental day ($92.61) is being processed to your **************** account.  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 contacting us.

   

  Sincerely,
  
  ******************
  Customer Correspondence Administrator

  Customer Answer

  Date: 05/25/2023

   
  Complaint: 20062045
  
  I am rejecting this response because one rental day is not sufficient. There were THREE issues in 1 experience. 1, no upgrade was given when I am GUARANTEED an upgrade. 2. I was locked in a garage for OVER AN HOUR due to a flaw in Hertz app and miscommunication with the security company they have on staff. 3. I shouldve been charged a weekly rate after contacting the business and letting them know I was extending an extra day. When I spoke with Hertz after the fact, they tried to offer me the adjustment of my weekly rate as compensation for my issues. I paid Hertz for a week and was stuck with a full size vehicle for a week due to them not honoring what THEIR COMPANY POLICY STATES. But, they want to give me a day and think it should be sufficient. Since Covid, Hertz customer service has taken an extreme dive in which is why I have not been using them.  
  
  Sincerely,
  
  *******************

  Business Response

  Date: 06/05/2023

  BBB Case number:  20062045
  Res ID or RA #:  194740291
  
  This is in response to *******************,
  
  We apologize again for the inconvenience experienced.  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.  
  
  Thank you again for contacting us.
  
  

• Initial Complaint

  Date:05/15/2023

  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.

  Rental # was *********. Gas was not even 1/2 tank full when we got it. I trusted hertz to be honest with the gas and didnt demand full tank (from now on I will have to demand it!). Called the branch and they were unwilling to refund me the $24. I am appalled. I returned it with the exact amount of gas I got. It is not about the money but the principle.

  Business Response

  Date: 05/24/2023

   

   

  BBB Case number:  20060766
  Res ID or RA #: *********
  
  This is in response to *******************,
  
  We sincerely apologize for the misunderstanding regarding the fuel level at the time of rental.  I have verified a credit for the refueling charge of $23.26 has been processed to your **** account.
  
  Thank you for contacting **.

   

  Sincerely,
  
  ******************
  Customer Correspondence Administrator

   

• Initial Complaint

  Date:05/15/2023

  Type:Sales and Advertising 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.

  Original BBB complaint is/was not resolved complaint number ******** After filing original complaint, on April 4,2023 I was contacted by General manager ******* *********************** to discuss what had transpired. It was clearly noted to me by ***** that he did not think I was treated fairly in ******** was going to use this example for *********************** the person involved. ***** put me in contact with an ******* location sales person and site manager to locate a vehicle, he also expressed once we found one he would get involved and help price a vehicle for me. I understood similar to my original deal. This has not happened and I have been working with sales. today 5/15/2023 talked to ***** and found out I am the one supposed to locate a vehicle on the Hertz site which I have been looking with no luck I have web site info only, limited access to overall inventory and restricted to be looking in Floridawhich is okay but there have been vehicles available on the east coast but not *******. I am beginning to feel like this is a hassle to Hertz, was lip service from the beginning and there is little interest to find a resolution. I have been extremely patient waiting for contact, I was always was the one reaching out to ask. Original Complaint Details January 3,2023 I made deal ***** with Hertz Car Sales for stock number ***** with ********************* General Manager Hertz Car Sales for a certified pre owned 2020 Tahoe LT. I have this well documented electronically. January 3 2023 I received signed buyer order for the Tahoe from Rey C., within minutes accepted the offer and secured financing through my credit union. My credit union overnighted certified check for purchase price minus my deposit which was to be taken by credit card per ***'s instructions. ********************* Hertz General Manager called my credit union January 4, 2023 verified financing and asked for certified check tracking number which *** received from my credit union associate. ************** check was already in the mail for overnight delivery. Within an hour of receiving fed ex tracking number from my credit union, Hertz agent called to tell me my CPO vehicle which I had bought failed inspection the rear main seal was leaking and I was told Hertz had no choice but to send it to auction! . This was a CPO listed Tahoe for sale and I had a verified deal negotiated We negotiated for two days, had extra pictures sent, signed buyers order sent and verified financing with Hertz when my contract was breeched by Hertz agent. This Tahoe was one of 82 listed on the site and one of 13 CPO Tahoes listed. My belief is that to be listed as a CPO vehicle they are extensively checked prior to being listed for sale not after sale and come with a 12 month ****** mile warranty. I also purchased an extended 5 year ******* mile warranty. I asked Hertz agent to repair the vehicle and I was told it is Hertz policy to send vehicles to auction and not spend money on repairs. Also in my Hertz saved vehicles this Tahoe showed it was sold on January 3, ********************************************************************************* after buyers order and financing had occurred. February 16, 2023 my wife noticed this same vehicle advertised as a "New Arrival with more pictures to follow". I immediately inquired to the online sales and ********************* what was going on and I still wanted the vehicle. *** responded that the vehicle was "unwound" and pre sold to another buyer. I pursued a complaint with the ******* attorney general which Hertz has ignored for more than 45 business days at this point as outlined in a resolution process with the attorney generals office. Because the deal was considered done between ********************* the Hertz agent and I, we were discussing delivery, I indicated I would fly to ******* to pick it up with the assistance of my sister who lives in *********. That night January 3, 2023, I purchased two-one way airline tickets to ******* **. with the intent to vacation drive my new vehicle home to *****. I have extended my airline departure date to April 22, 2023, but today as it stands theses tickets are now no good to me. I have this case saved electronically as it occurred through email and contract. Thank you Sincerely, *********************** ************** ************************* ******, ** *****

  Business Response

  Date: 05/31/2023

  BBB Case number: ********
  Res ID or RA #:  n/a
  
  This is in response to ***********************,
  
  Our ******************** has contacted **************** directly and this matter has been resolved.

  Thank you for contacting **.

   

  ******************
  Customer Correspondence Administrator

   

   

• Initial Complaint

  Date:05/15/2023

  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.

  Rental ********* I rented this vehicle for 2 days to go to a graduation upstate. When I went to pick up the rental, the original car that I reserved was not available due to them renting the last one out. The only option they provided ** was to take another vehicle, and not thinking much we agreed. Once we got into the vehicle, I noticed a faint sweaty smell. Once again, not thinking much of we continued our drive to the graduation. Once we made it to our hotel, we decided to go back out. As I'm walking up to the vehicle and looking through the window I see roaches crawling all over the passenger and driver seat. I quickly grab my phone and record them crawling all over the seats as proof and contact the emergency line I was provided by Hertz. I was unable to speak to anyone and get this matter resolved and was directed to their website to make a complaint to get in contact with customer service. I was advised to allow them 3-5 business days to reach out about this matter which did not happen and I had to wait till I returned the vehicle to speak with anyone. I spoke with the manager of the ************** location and requested a refund for my rental and was told that a voucher can be provided. I did let the manager know that I will not rent with this company and would like a full refund. He instructed me to contact customer service which I did the night I saw the roaches. After not getting a response, I contacted them and spoke with a representative and was told that I could only receive a partial refund. I advised the representative that I would like a full refund and requested to speak with a manager. At no point during the call did I hear any sincere empathy for my situation. A few moments, I received a call from a manager repeating to me the same thing I was told by the representative. He couldn't give me an exact reason as to why I couldn't receive a full refund. They had no empathy nor did they attempt to experience the situation from my point of view.

  Business Response

  Date: 05/31/2023

  Complaint ID: ********

  RR#: 191348220

   

  Please accept my sincere apology for the condition of the vehicle provided, this is no more acceptable to us than it is to you. A review of our records indicates our **************** team issued a partial refund of $83.98 on 05/15/23. I have refunded the remaining charge of $139.52. Please allow up to 7 business days for the refunds to post to your account. 

  Please know that we take all customer concerns very seriously and I want to thank you for allowing me the opportunity to review this matter. 

• Initial Complaint

  Date:05/15/2023

  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.

  On May 9, 2023 I booked a rental car for Friday May 12 @ 12noon thru Monday May 15 @ 12noon 2023 for a 3 day rental with Hertz (confirmation ********** - Rental Record *********) at 4195 Genesee street Buffalo NY. I reserved a Large Luxury Sedan class car with the AAA discount and selected the Protect the Car coverage. On the invoice of the reservation I was charged $12 per day for the car insurance. I picked up the car and the worker typed the information into their system based on the reservation. I was not told that the total was different than my online total. I did add an extra driver which I was not informed about that being an additional charge but I am not disputing that $9. After returning home from the pick-up I looked at the paperwork and receipt and noticed that I was charge $39.99/ day for the insurance. When I returned the car I inquired about the difference and was told that they change the price based on the MSRP of the vehicle. I was charged $119.97 on the receipt when the online invoice had $36. There was no indication that this was an estimated charge. I was not informed of the increase and only noticed it because I reviewed the papers after I returned home. I was charged a different daily rate on the receipt but with the credits it would have come to the correct total if the insurance charge was correct. This is a deceptive tactic and I would have been expecting a refund of $83.97. I was told by the Manager of the location that they could not do anything about that and it was an issue with the fine print and not their problem. To add on to that, the car was marked as Full on gas which I informed them that it was at 3/4, he responded that the picture they have has it at 6/8, which if you know math is 3/4. The car was also unwashed. I specifically booked a luxury car as I figured it may have a little extra care. It did not. The entire experience with this location feels shady and illegal from the website to the workers.

  Business Response

  Date: 05/24/2023

  BBB Case number:  ********
  Res ID or RA #:  *********
  
  This is in response to ***********************,
  
  We apologize for any misunderstanding regarding the applicable rate for the Collision Damage Waiver.  I have reviewed the signed rental agreement and found the applicable rate for the class P4 vehicle was indicated at the time of rental.  However, in the interest of goodwill, I am issuing a credit of $83.97 to the account billed.  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 contacting **.

  Sincerely,

  ******************
  Customer Correspondence Administrator

  
  

  Customer Answer

  Date: 05/24/2023

   
  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. The company should make changes to the process and make it more clear that purchasing coverage online is only an estimate. The company should also have much more reasonable estimates on their website. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:05/15/2023

  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.

  I requested a refund for a car that I did not take and twice I was promised a refund but I have not received anything.

  Business Response

  Date: 05/24/2023

  BBB Case number:20059431
  
  Res ID or RA #: RES# *********************** is in response to R'*********************,
  
  We regret the credit was not issued for the prepaid voucher as previously advised.  A credit of $84.58 is being issued to the  **** account ending in 0758.  Please allow 3 to 7 business days for this credit to post to the account.
  
  Thank you for contacting **.

• Initial Complaint

  Date:05/15/2023

  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.

  My rental confirmation number is K4813536655. I cancelled the booking 30 minutes after I made it because I made an error. I spoke to customer service multiple times, I spoke to billing multiple times and they told me to call back on Monday if I did not have my refund back by 5/13/2023. I called billing this morning, and they told me they could not speak to me and that ***** was holding my funds. I know this isnt true because I spoke to someone high up in kayak and they were FLABBERGASTED Hertz billing sent me to them. They do NOT hold the funds- hertz does. I cancelled my reservation 30 minutes after I made it so I know the fees dont apply. I reached out to my bank and they said hertz is holding the funds so I can not dispute it.The amount was for $278.17 I looked over the refund policy thoroughly and there should be nothing stopping the refund.

  Business Response

  Date: 05/24/2023

  BBB Case number:20059344
  
  Res ID or RA #: RES# *********************** is in response to ***********************,
  
  We can confirm this reservation was cancelled 17 minutes after it was booked.  On prepaid reservations that are cancelled before midnight of the booking day, we do not collect the prepaid funds.  We obtained an authorization on the **** ending in **** for the prepaid amount, however; since the reservation was cancelled, we did not claim the funds.  The authorization hold will be released based on the bank/credit card companies hold policy.
  
  Please note, once the authorization hold has been released from the account, it will not appear as a credit.  It will just be removed from the statement and the funds will no longer appear as pending.  Therefore, if they no longer see a pending transaction on their account from **********************, then the hold has been released.
  
  Thank you for contacting us.

  Customer Answer

  Date: 05/29/2023

   
  Complaint: 20059344
  
  I am rejecting this response because:

  i have spoke to my bank and they are telling me hertz is still holding the funds. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 06/07/2023

   

  BBB Case number:  20059344
  Res ID or RA #:  K4813536655
  
  This is in response to ***********************,
  
  I have confirmed again this reservation was cancelled 17 minutes after it was booked.  As indicated, when a prepaid reservation is cancelled before midnight of the booking day, we do not collect the prepaid funds.  We obtained an authorization only on the **** ending in **** for the prepaid amount, however; since the reservation was cancelled, we did not claim the funds.  The authorization hold will be released based on the bank/credit card companies hold policy.
  
  Please note, once the authorization hold has been released from the account, it will not appear as a credit.  It will just be removed from the statement and the funds will no longer appear as pending.  Therefore, if they no longer see a pending transaction on their account from **********************, then the hold has been released.
  
  Thank you for contacting us.
  
  

• Initial Complaint

  Date:05/15/2023

  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.

  Hertz Confirmation Number: K48931610F8 I landed in ********* on Friday 5/12 at 10:00PM. and went to the Hertz rental line at 10:30PM (the location at the *****************). It took FOUR hours to get to the front counter and this woman gave me the nastiest look and by the time I got to the counter she was like "you're lucky I'm even helping you."I went upstairs to find my rented vehicle and walked into the Hertz office where I got accosted by another customer. When I looked at the manager/employee to stop the situation his response was "this isn't my problem."The first car they put me in, smelled like cigarettes. The second vehicle was a Tesla. When I mentioned that I had never driven one before; I was told to "figure it out."There was a used condom in the back seat, and the car stalled in the middle of the highway. Roadside assistance never showed up, and I was stuck in a very dangerous situation. Upon going to return the rental, I asked to speak with a manager who told me to "fuck off" and refused to do anything for me. I called billing, and they wouldn't even get a supervisor. I want my money back on this vehicle. What pathetic service. Hertz needs to do better.

  Business Response

  Date: 05/24/2023

  BBB Case number:20059012
  
  Res ID or RA #: RA# *********
  
  This is in response to *************************,
  
  Thank you for letting us know about the difficulties experienced in *********.  I apologize for the negative attitude of our representative, who failed to handle the matter in a courteous and professional manner.  
  
  At Hertz, we pride ourselves on the high quality of our customer service.  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 representative(s) left with *****************
  
  While certainly regret the problems on this rental, a full refund is not warranted as the car was used for the duration of the reservation and drove over **** miles.  As a gesture of our concern, a credit of $199.02 is being issued to the **** account ending in 5858.  This represents half of the rental charges billed.  Please allow 3 to 5 business days for this credit to post to the account.
  
  Thank you for contacting **.

• Initial Complaint

  Date:05/14/2023

  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 still waiting for pending charges on my credit card to be reversed for a rental from 5/3/2023 (9:30PM) to 5/7/2023 (12:00PM). I ensured that my drop-off location would be different from pick up while reserving and drove from *********, ** to Phialdelphia, **. I dropped off the car on the morning of May 7th before it was due. I parked the rental in a parking spot marked 'Hertz', locked the car, and dropped the keys off in the designated Hertz quick drop-off box. I was shocked to find pending charges on my credit card of $127.00 a day after I had already dropped the car off. I called customer service on May 10th when there were three pending charges and asked that they look into this and reverse the charges. They said that the contract had not been closed at this location and that they would request that the location close it on their end. I was told that it would take up to 24 hours to resolve this; every time I've called, three different customer service reps have told me that this location has *still* not closed this contract on their end. I am still waiting to get my final receipt.I've called Hertz's corporate phone number only to be re-routed to the same customer service line. Charging customers's credit cards when they have held up their end of the contract is a completely unacceptable business practice. I expect a full refund for taking my money before locating the vehicle and punishing customers for a company's failure to keep a record of which cars are where.

  Business Response

  Date: 05/24/2023

  BBB Case number:20057243
  
  Res ID or RA #: RA# *********
  
  This is in response to ***********************,
  
  We apologize that the location failed to close the rental contract when the car was returned.  This caused the additional authorization holds taken on the account.  Once the contract is closed, the deposit release is submitted to the credit card company.  Depending on the credit card company, there may be a delay between the time the request is received and when the hold is released.  The length of time this takes is not determined by Hertz.  
   
  Please note, once the authorization hold has been released from the account, it will not appear as a credit.  It will just be removed from the statement and the funds will no longer appear as pending.  Therefore, if they no longer see a pending transaction on their account from **********************, then the hold has been released.
  
  Thank you for contacting us.