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

7,181 total complaints in the last 3 years.
1,742 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:04/26/2023
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 Rental Is ripping people off everyday. I just used Hertz from April 20-April 23 2023. I willingly paid for the upgrade to a luxury vehicle and denied buying the tank of gas from Hertz. Upon return of the rental, I filled up the tank 15 minutes before dropping off the vehicle and took a photo of the receipt for fuel next to the fuel gauge showing the tank full while in the drop off location for Hertz. Hertz not only tried to keep my $250 deposit, but charged me an additional $152 claiming that I returned the vehicle with an empty gas tank. I had to call them and complain and send them the photo of the receipt and fuel gauge showing full before the said they were going to refund me. Why is that I have to prove to them that I did the correct thing and they don't have to prove to me that they are committing fraud? This also happened in July of 2022 in ******* when I used Hertz's sister company Dollar rental. I had prepaid for the vehicle and had to wait 1 1/2 hours in line to get my vehicle. Upon completing the check in process was told that there are no vehicles ready and I would have to wait another 1 1/2 hours for a vehicle. I asked why everyone else was leaving with vehicles and was told that I could pay to upgrade for a vehicle that was in stock. They were doing this to everyone there. When I returned the vehicle they charged me $90 additional for tolls! I only drove from ******* to ******* and back 1 time. $90 for tolls is enough to pay that drive for a whole month! I made a complaint with Dollar through email and said I wanted to be contacted and never was. I vowed never to use Dollar again, not knowing that Hertz was the parent company. I will never use Hertz, Dollar or Thrifty ever again. What can be done to control ALL Rental car companies? We have learned to video the car before and after as well as photograph the receipt for fuel and the fuel gauge. Consumers shouldn't have to do this. Why do they Lie and get away with it?
Business Response
Date: 05/24/2023
Complaint ID: ********
RR#: 182530331 and 596756031

Thank you for contacting us. Please accept my sincere apology for the billing error related to your rental. Please be advised when you contacted **************** on 04/25/23 they issued a refund for the fuel and forwarded your feedback to the appropriate Hertz management for corrective training to prevent recurrence.
In regards to your Dollar rental from July 2022. Because the rental is more than 6 months ago it is no longer accessible in our system. I apologize for any inconvenience you experienced. As it relates to the toll pass, please be advised per your attached signed rental agreement you signed and agreed to the toll pass option.
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.
Customer Answer
Date: 05/25/2023

Complaint: 19984337

I am rejecting this response because: They are not addressing the issue that the company has a recurring problem with ripping people off. They are not addressing that it is common practice to steal as much as they can from customers until they can provide proof that Hertz is in the wrong. The are denying that they can look into a transaction more than 6 months old! Do they burn everything after 6 months. My company keeps records of transactions for 10 years and they can't after 6 months? This is exactly what my original complaint is about. There is no accountability for them and no one is doing anything to make them accountable for their unlawful actions.

Sincerely,

***** Friday
Business Response
Date: 06/01/2023
Complaint ID: ********
RR#: 182530331 and 596756031
This is in response to ***** Friday:
We again sincerely apologize for the billing error on your April ***** rental. Please be assured your comments will be shared with the appropriate Hertz management.
Concerning the toll charges billed on your July 1-4, 2022 rental, we are showing you accepted the All-Inclusive Toll Option at time of pick up and you were billed $34.47 at return for this option. A copy of the rental agreement and final invoice for this rental are attached for your revieww. If you do not purchase the All-Inclusive Toll Option and go through tolls (or cashless lane) , you were subject to a $15.00/toll administration fee **** $90) plus the cost of the tolls. The All-Inclusive fee is billed daily for the full duration of the rental. In review of the tolls you passed through on your July 2022 rental, we are showing 5 tolls (three on July 1 and two on July 4) were passed through during your rental period. Therefore, had the All-Inclusive Toll Option not been accepted, you would have been billed $86.30 for the tolls plus applicable administrative fees.
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.

Sincerely,

Customer Answer
Date: 06/01/2023

Complaint: 19984337

I am rejecting this response because:
as you stated, I purchased the toll package and went through a total of 5 tolls and was charge $90 for that. This is a total rip off. Had I refused the toll package and paid the tolls with cash I would have paid only $10. Once again, you are proving to me that your company steals as much money from it's customers as it can. Also, you are not addressing that I was forced to pay to upgrade to leave with a vehicle from the ******************** On July 1st. We should have been upgraded for free since your company couldn't provide me with the vehicle that I had PRE-PAID for and waited for an hour and a half in line to pick up.
Sincerely,

***** Friday
Initial Complaint
Date:04/26/2023
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.
Hello,I initially made a reservation for a model y at union station hertz rental for a week at a rate of 780/week. I got transferred to a closer hertz rental, the one im complaining about, and they didnt have a model y. So they gave me a model 3 by transferring my old reserved confirmation number. All they did was switch the model but locked in the same rate. They also verbally said they would try to give me a model y after I get into the model 3, but I never got any calls or any follow **** A model 3 has a rate of 420/week it says it all throughout their app. But they lied saying they couldnt change the rate, when he couldve because he showed me after dropping off the car how he could change the model easily. I paid assuming Id get the model y but never got it otherwise I wouldve chosen the model 3 for 2 weeks due to its price.Now they are just being rude and have no integrity and gave me a false rate and promise.They keep lying and saying the suv is the same rate as the model 3.I contacted billing who told me to go in and then I was told the reverse as well.
Business Response
Date: 05/11/2023
Complaint ID: ********
RR#: 181908521

Please accept my sincere apology that the rate was not corrected when the class of vehicle reserved was not available. I have corrected your rate to $420.00 per week. The refund is $396.00 and will post to your account within 7 business days.
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.
Customer Answer
Date: 05/11/2023

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:04/26/2023
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 rented a car at the ************** Hertz on March 30 and returned it April 2nd. I checked the vehicle in and received my receipt the same day. I watched as the vehicle was checked in and inspected and shortly was emailed my final receipt. Today 23 days later I received an email accusing me of damaging the vehicle. To my surprise the email contained only an email address, no phone number. With an attached accident report link. I m totally confused. Not only do I have no proof of damage or accident information to report I have no contact information to get further information.
Business Response
Date: 05/15/2023
Complaint ID: ********
RR#: 171254646

Upon receipt of your inquiry, we immediately reached out to our ***************** Offices for their further review and assistance. We have since received their response and confirmation that the damage claim is being closed at this time and you will not be held liable for the damage claim. With this in mind, you should not receive any further correspondence related to this matter.
Customer Answer
Date: 05/15/2023

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:04/26/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I rented a car from Hertz on 4/22/2023 at about 4:30pm because my vehicle had an alternator issue and I had to work Sunday and Monday and needed a vehicle. I work for the **************** and transport juveniles. My receipt number is *********. After I dropped it off I got an email that said I was charged $400 for a smoking fee when I don't even smoke! Nor do I allow smoke near my own children or while I am on the job. I traveled the 25 miles back up to the airport and asked to see if it was a mistake. The woman ****** was at the counter and didn't want to get any help for me. She seemed to have a bad attitude and even asked my 3 year old to step back. I don't want to think it's because she was being racist, but I got the feeling she didn't like me almost immediately and don't know why as I was super friendly and approachable. After standing with my 3, 5 and 10 year olds for about 20 minutes or so the manager ***** came out of the clear enclosure and walked to the vehicle with the original agent who checked in my vehicle. They both walked past me without acknowledging me and headed straight to the area where the car was parked. After 5 min or so he came back and said there was evidence of smoking so he couldn't refund me. I asked to see it and he let me after hesitation. There is some white splatter on the passenger doorframe. I am not sure how white splatter equates to smoking but even when I told him I knew exactly what it was, and showed him it was an actual liquid splatter. My daughter grabbed a cup of horchata from the younger kids in the back because they poked a hole through the styrofoam, so she poured it out the window as we were stopping to prevent leaking in the car. I tried to explain this to *****, but he got an attitude telling me not to take pictures and even mentioned it doesn't matter where I work. This was offensive to me and I honestly feel like they do this to scam people out of extra fees and if I had been black they would've helped me.
Business Response
Date: 05/10/2023
Complaint ID: ********
RR: 184088273

Please accept my sincere apology for your experience. Upon receiving your complaint I immediately began to research the charge associated with a smoking fee. After a thorough review I have issued a refund of $400.00 to your credit card. Please allow up to 7 business days for the refund to post to your account.
I sincerely regret 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 ** maintain and improve our service performance standards. The information you have provided is very important to **,since it tells ** how our various locations are doing and where improvements are needed. Please be assured your comments will be shared with the appropriate Hertz management.
Customer Answer
Date: 05/10/2023

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:04/26/2023
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.
This is the headquarters of Hertz which owns/oversees Thrifty rental car. I rented a car with them and declined additional coverage, when I went to pay the agent said that because I have an **************** card everything is included. They went back and added fees that I did not agree to and got away with it by providing me a copy of the agreement to sign in Spanish which is not a language I do not know how to read. I began trying to get this resolved on 03/29/2023, and continue to be told that I cannot be helped because I signed the contract. However I was severely deceived as to what I was agreeing to. The fees they got me to sign up for were more than the cost of renting the car itself.
Business Response
Date: 05/10/2023
Complaint ID: ********
RR#: F4070787

Please accept my sincere apology for any misunderstanding regarding your charges. A review of your signed rental agreement indicates it is in English and Spanish and also indicates your acceptance of the additional charges accepted by your initial next to each option as well as your signature on the agreement. Based on this information we respectfully decline your request for a refund.
While I understand this is not the outcome you were anticipating, I hope you will respect our position on this matter as we consider it having been fully addressed.
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.
Customer Answer
Date: 05/10/2023

Complaint: 19982545

I am rejecting this response because:
The rental agent told me that these charges would be included due to paying with my **************** card. I am aware that **************** has a policy that covers any damage to your rental car so I assumed this is what they meant.
I assumed they would either be refundable expenses or there was something offsetting them. I also do not know the conversion from pesos to usd off hand so I was unable to see how much more expensive the charges were which would have let me know that there was for sure something wrong.

Sincerely,

*****************************
Business Response
Date: 05/18/2023
Complaint ID ********
********************** Agreement F4070787

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

Adjustment credits are based on information which, in this case, does not support an adjustment to the additional charges billed. As we were not present for the conversation between yourself and our representative, we must rely on documentation available.In accordance with the Signed Rental Agreement the charges are valid, and no adjustment is warranted. Our records show this option was utilized during this rental. While I understand this is not the outcome you were anticipating, I hope you will respect our position on this matter as we consider it having been fully addressed.

Thank you for contacting **.
Customer Answer
Date: 05/20/2023

Complaint: 19982545

I am rejecting this response because:

You can clearly see from the reviews for this location that this is a frequent scam they are running.

Sincerely,

*****************************
Initial Complaint
Date:04/26/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 4/14/23 I rented a vehicle w/Hertz (record #*********) for 4 days. On 4/15/23, the car overheated while on our trip and left us stranded on the side of a busy highway in Plainview, **. I immediately contacted the Hertz emergency roadside assistance (case# **********) and was on the phone for an hour and a half before being told we were going to be towed two and a half hours to *******, ** (2.5 hrs the opposite direction of where we were going). Hertz was very aware we would arrive AFTER the location closed; however, they failed to swiftly notify the location. I had to call and let them know our situation. Hertz then contacted us and reassured ** that someone would be waiting at that location until 5:40pm. Four hours after being stranded, the tow truck arrived and the tow truck driver allowed ** to ride with him since Hertz did not ******************* for **. When we finally arrived in *******, **, not only was the location closed but no one was waiting as promised. We were ABANDONED with no help or guidance from Hertz. I had to rent a vehicle from **** to get to our destination. Hertz never once called to check on ** or ensure we were safe. They were aware we were traveling with two pets and on the side of the highway, but they did not show concern. Because of everything we had to go through, we did not get to our destination until 3am, which was 12 hrs late. We almost lost our hotel reservation because of this and lost a whole day of our vacation. I have reached out to Hertz multiple times and have requested to speak to a supervisor but have had no luck in getting this resolved. I am asking to be refunded for my Hertz rental, the extra **** rental, fuel charges I incurred for the **** rental, and half of my hotel reservation. The total being $339.93. I am appalled over how hertz handled the situation and their disregard for customers safety.
Business Response
Date: 05/10/2023
Complaint ID: ********
RR#: *********

Please accept my sincere apologies for your experience. The details you have described are no more acceptable to ** than it is to you. Please rest assured we will share your experience with the appropriate Hertz management for corrective action. Upon reviewing your rental I have confirmed your rental was refunded in full in the amount of $92.97 on 05/01/23.on 05/05/23 a refund of $200.90 was processed to your credit card for the cost of the hotel. It can take up to 7 business days for the refunds to post to your account. Also a ************************** certificate was mailed to you.
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:04/26/2023
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.
Hello -I prepaid for my rental (*********) and when I went to pick up my rental I was shocked to see an additional $45 facility charge. I called and spoke with a Hertz representative and manager who apologized for the charge and told me they receive many complaints about it. How deceptive and unethical to not be upfront on the charge before renting the vehicle. I would like this fee returned to me. Thank you
Business Response
Date: 05/12/2023
Complaint ID: ********
********************** RR#: 182688133
This correspondence is being sent in response to a query made by ***************************. Thank you for allowing us the opportunity to review your concerns.
We apologize for any confusion caused regarding the additional fees billed on your rental. Information regarding these fees can be found within our Rental Terms & Conditions during the booking process and on our website. The Customer Facility Charge (CFC) is a mandatory fee. The City requires that all car rental companies collect this fee. The monies collected are used to pay for common car rental facilities. This fee may display combined with another fee.
Customer Answer
Date: 05/12/2023

Complaint: 19982341

I am rejecting this response because: I understand that it is a tax imposed by the city, but the issue I have with this tax is that it wasn't disclosed to me until after I had returned the car. If this is a charge that all customers incur, it should have been included with my prepaid amount when renting the car from Hertz.com. This is deceptive and should have been disclosed BEFORE picking the car up. Please return this hidden $45 charge to me.

Sincerely,

***************************
Business Response
Date: 05/22/2023
BBB CASE#: 19982341
RR#: 182688133

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

Our decision is unchanged upon review the Customer Facility Charge is a mandatory fee which is applied to all rentals. While I understand this is not the desired outcome, the charges is valid. Please consider this is our final decision on the matter and consider this fully addressed and closed.

Thank you for contacting **.
Initial Complaint
Date:04/25/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I reserved a rental on, April 21. 2023 and cancel the reservation the same day but. Hertz charged my card anyway totalling $613.00, My cancellation number is K46819385B8.Attached of proof also with this complaint.I called, Hertz before filing the complaint speaking with a male at the ******, ******* ***** office number ************ and was told what you want me to do. I responded that I'll just file a complaint and he stated to me to go ahead.
Business Response
Date: 05/12/2023
This is in response to complaint# ********

Reservation # Unknown

Thank you for reaching out to us. I appreciate the opportunity to review your concerns.

Please reach out to our reservation team at ************ for further assistance in this matter.

Regards,

Customer Answer
Date: 05/12/2023
These people/business are a fraud and a scam. I have giving you proof of the reservation and the cancellation number that they have giving me and I have a tape recording to where, I did record Hertz yesterday on May 11, 2023 admitti ng that they're so sorry and that I should have had my refund last month and claimed it should be 5 -7 business days and that I should have it by the 22, May 2023. Reservation # K46819385B8 April 20, 2023 pick up date April 21, 2023 return April 24, 2023 charged $ ****** **** card ending in ****. Listen to the full recording and you'll hear, Hertz admit that I'm due a refund and that K46819385B8 is the correct cancelling number that, Hertz gave me.

Complaint: 19980262

I am rejecting this response because:

Sincerely,

*************************
Business Response
Date: 05/25/2023
BBB Case number:19980262

Res ID or RA #: RES# *********************** is in response to *************************,

We regret the misunderstanding regarding the prepaid reservation refund. In this case, the reservation was booked on April 20 and cancelled on April 20, less than an hour of when it was booked. When a prepaid reservation is cancelled before midnight on the booking date, the prepayment is not billed. We did obtain an authorization on the **** ending in ****, however; we did not claim these funds.

The authorization hold is 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: 05/26/2023

Complaint: 19980262

I am rejecting this response because:

I have spoken with Affirm Loan whom I used to obtain this rental and they have provided me proof where Hertz has not released the funds and is still holding them as pending. I also have a recorded conversation between myself and Hertz where the representative stated the same thing. He was apologetic stating that he does not know why Hertz has not released the fund. He stated that they should have been released. This has been an on going problem with these people and their nonsense. I even have had several of Hertz representatives claim that did not even see the reservation. I have a bill coming up June 3rd 2023 from affirm to pay for this rental. I am being charged because Hertz has not released it. Hertz is not being honest and they need to release this money. The next step is me taking them to court.

Hertz needs to provide to me proof that they have released the funds back to Affirm by email or in the mail.

Sincerely,

*************************
Business Response
Date: 06/05/2023
Complaint ID: ********
********************** Res#: ********************** correspondence is being sent in response to **************************
We apologize for any misunderstanding caused; however, as previously advised Hertz has not collected any funds for this reservation as it was cancelled within 24-hours of booking. When cancelled, any authorizations made were released immediately to the financial institution. At this time, Hertz has no access to the billing through the third party servicer, Affirm. However, we can confirm that all processes have been completed through the Hertz reservations system.
Initial Complaint
Date:04/25/2023
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.
It was the worse experience I have ever had renting a car and would not come back again. It first started with the associate being rude, getting loud with me all over me asking a simple question regarding the policy in using my debit card. The manager came out and acted like it wasnt a big deal how the associate had spoke to me and was more focused on the policy I asked about. Then they never walked me to my rental didnt do a walk around to insure that nothing was wrong with the car. I asked about switching to a different location and they said they werent able to do so. I get into the car I rented after searching for it the muffler was loud there was scratches on the car. I called the number I found and spent almost 2 hrs on the phone to report the issues with the car. I did not have time at that point to swap the cars out it was late and I was leaving. Then on top of all that well where stopping at a stop sign the brakes started grinding and locked up we went through a stop sign and was almost hit. Also the gas gauge was broken it got to a 1/4 tank and it ran out of gas
Business Response
Date: 05/11/2023
This is in response to complaint # ********

RR- 175672722
Dear *****************************
Thank you for reaching out to us. I appreciate the opportunity to review your concerns.

I apologize for the condition of the rental you received; this is concerning to ** as well due to the high standards of safety we stand by as a brand. All Hertz vehicles are to 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 you letting ** know about your experience. Your comments have been forwarded to the Area Manager for internal review.

As a gesture of apology. I have processed a credit today of $53.36. Please allow 5-7 business days for processing.

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

Kind Regards,
Customer Answer
Date: 05/13/2023

Complaint: 19979507

I am rejecting this response because:

Sincerely,

*****************************
Initial Complaint
Date:04/25/2023
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I rented a car from Herts at the ************** location on 2/20/2023. The issue already started before I got there. I called several times and no one picked up. When I tried again about an hour later, the agent told me that there was a vehicle ready if I come within the hour. When I arrive, there was no one there. I sat for 30 long minutes and called the number again and the phone just rang as Im sitting there. A couple came in and was wondering the same thing. When an agent finally came in, he served the couple that just walked in first and I remained silent about this mistreatment. When it was finally my turn, the agent had a terrible attitude as if I was inconveniencing him. He rolled his eyes at me every time I asked a question. I was told to return the vehicle in 28 days on the 20th of March. I noticed that the return date said 2/21/23 when I rented 2/20/23. I assumed the agent meant 3/21/23. I called several times and of course no one picks up. Well, once I go to return the vehicle on the 20th, I walked in and didnt see anyone again. Then a body less voice said, can I help you I followed the voice into a small office and the agent tells me that I returned the vehicle late and I will be charged. I pointed to the rental receipt and showed him that the other agent said 28 days and return on 2/21/23 which is the wrong date! He responded with, yeah I dont know why he would do that. You can try calling Hertz to help but I doubt theyll do anything. Then he informs me that the registration on vehicle I rented has been expired for the past week. I was illegally driving the rental and was charged for returning it late when the first agent and return date said otherwise! I was completely scammed by both agents from beginning and end. Please refund me. I tried uploading photo of RR and it wont work.
Business Response
Date: 04/28/2023
Complaint ID: ********
RR#: Unknown

We would like the opportunity to respond to your message, but we are having difficulties locating your rental record; please provide the following information: 1. Reservation confirmation number or rental agreement/record number. Once we have the updated information we will be glad to assist you.
Customer Answer
Date: 04/30/2023
On the rental records, *********************** is my father and policy holder. I did not bring my credit card with me and it was changed to his account. Please refund me for the agents mistakes. I was driving for almost one week with an expired registration and charged for the wrong return date.
Business Response
Date: 05/23/2023
Complaint ID: ********
********************** RR#: H22126650
This correspondence is being sent in response to ************************
Thank you for clarifying this information for us. Unfortunately, we are unable to discuss the rental charges with you for this rental as it is listed under your fathers first and last name. Due to customer confidentiality, we are unable to discuss a customers billing with a third party. Therefore, in order to further review and assist, please have **************** reach out to us directly. We apologize for any inconvenience this may have caused.

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Hertz is NOT a BBB Accredited Business.