Complaints

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

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• 

  Hertz

  8501 Williams Rd Estero, FL 33928-3325

• 

  Hertz

  PO Box 31166 Tampa, FL 33631-3166

• 

  Hertz

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

• 

  Hertz

  114 International Way Huntsville, AL 35824-0000

• 

  Hertz

  315 Malalpine Cresent Fort McMurray, AB T9H 4Y4

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:04/25/2023

  Type:Billing 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 recently rented a car from Hertz out of *** (******************************************), rental agreement #*********, and the original booking dates were from 3/26 pick up at 23:00 EST thru 3/31 drop off at 16:00 EST. I returned the car on the afternoon of 3/29 at 12:35 EST. Pickup at 02:11 on 3/27, drop off at 12:35 EST on 3/29, less than 72 hours. I noticed that I was still charged for the booking duration. I called the customer service number on 3/29 around 17:30 EST to resolve this matter. She informed me that she could not adjust the dates in the system, she would be filing a case about this matter, and that I would receive a call back within 5-7 business days, which has yet to be received. (Case #: 17480670)Fast forward to today. I called customer service at 13:32 EST on 4/24. I spoke with ****** (#****). After 45 minutes, he informed me that the booking dates could not be adjusted and the best Hertz could due is a $30 refund. While doing the math in my head, it did not add up. The total amount for the rental on the weekly rate is $339.95 ($56.66/daily rate before taxes and fees), for a total of $458.07 ($76.34/daily after taxes and fees). ****** informed me the new rate was $80/daily rate before taxes and fees, and after doing the math, it calculates to 4 four full days when in fact, I held the car for less than 72 hour hours (Pickup: 02:11 on 3/27 / Dropoff: 12:35 on 3/29). The taxes and fees were not adjusted either, which is highly unethical. I do not appreciate being charged for a fourth day and paying an unfair price for a car that was picked up still having the remanence of marijuana smoke. The amount of time and energy that has gone into resolving this matter is unexpected and unacceptable. I will no longer be willing to rent from your facilities due to the lack of respect I have been shown.

  Business Response

  Date: 04/28/2023

  Complaint ID: ********

  RR#: 169061550

   

  Please accept my sincere apology for any misunderstanding regarding a refund. Please be advised per the Prepaid terms and conditions there is no refund in the event of an early return. Due to the misinformation provided and in the interest of customer service I have issued a refund for the unused days in the amount of $229.05. Please allow up to 10 business days for the refund to post to your account. 

  Customer Answer

  Date: 04/28/2023

   
  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:04/25/2023

  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 prepaid for a car for 8 days on April 13, 2023 - pick up date was 4/24 - 5/2/2023. I called the location on 4/22 to let them know I was coming on 4/24 as early as 8am when they opened to get the car as my daughter has an exam and cannot be late, I was told ok. 4/24 came and on my way in an Uber I called at 8:06 am to let them know I was on my way and if the car could be ready so there would be no delays as I was close by. I was told they were just getting stuff together and the car would have to be cleaned. I reiterated that my daughter had an exam and could not be late and that I was only a couple minutes away. Got there and when I entered I was asked why I was there, I said I had a car reservation and that I called earlier. I was instantly told that I was going to have to take a seat because the car I am to get needs to be serviced. I said to the manager but my daughter will be late for her exam, could you at least give me a car I can use and return later to get the 1 I am suppose to get? I was told they could not do that and I would have to pay extra. I shake my head and step away from her table. While trying to figure out what I was going to do she and her employees were laughing with each other and talking. She then sent another employee to go take the car to get service. He did and returned pretty quickly but without a car. I then turned to her (the Manager) and said do you know I called on Saturday to inform you guys I was coming at 8am when you opened and was told ok. She started to speak to me very loudly saying I didnt talk to her, she then asked another female employee who said it wasnt her I spoke to either. She then said loudly you might have to go to another location if you cannot wait. I told her I couldnt as I didnt have a car but she still proceeded to call, after getting off the phone she said Lawrenceville has a car you can go. I then replied at this point frustrated I said in an elevate voice I told you I do not have the drive or means of getting there and my child is already late. She started screaming at me and saying to the other employees you hear how she is talking to me? Then turned to me and said get out! Get out! You will not be getting a car from here she then turned to the other employees and said she is not suppose to come back here and rent any more cars. I was still there trying to explain to her what I meant and that I would have to wait because the car was booked for a week and my daughter was already late, but she would not listen or let me speak. She then said if I did not get out in 3 seconds she was going to call the cops. I tried to apologize, saying if I hurt her feelings I was sorry I was just trying to get my daughter to her exam. She would not hear me. She shouted again, its already done! Get out or I will call the cops. My daughter (11) started to cry and walked and I followed. It was very cold out and my daughter started to tremble because it was so cold, we had to wait on an Uber for about 20 minutes because traffic was heavy. I later went to the Lawrenceville location and received a car but my daughter unfortunately missed her exam. I was very embarrassed and disrespected by this Manager and I had to incur additional expenses because of her temper, unfairness and rudeness. I would like this matter to be addressed. If you look on their ****** reviews for that location it is over 250 reviews of customers talking about this same manager and her treatment and rudeness towards them.

  Business Response

  Date: 05/02/2023

  Complaint ID: ********

  RR#: 184637073

   

  Thank you for contacting us. Please accept my sincere apology for your experience.  The details you have provided are extremely important and will be shared with the appropriate Hertz ***************** for immediate corrective action. Please rest assured the behavior exhibited by our staff is unacceptable and will not be tolerated. At Hertz, we pride ourselves on the high quality of our customer service, and it is disturbing to learn of the incident you described. 

  As a gesture of apology to you, I have provided ***** points to your Hertz Gold Rewards account. Please utilize these towards a future rental on us. 

   

  Customer Answer

  Date: 05/02/2023

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

  Customer Answer

  Date: 05/04/2023

   
  Hi, I have a case with the Better Business Bureau regarding Hertz Car Rental. I received a response today and was asked to accept or reject what they were offering/stating. I was not looking monetary compensation and so I accepted the apologies that was given by Hertz and they also offered some points to my hertz account. However, in my report to BBB I detailed how badly I was treated by an Hertz manager and that I was denied a car which I prepaid for and my (11) year old daughter and I was ran out of an Hertz office in the cold. 
  
  My issue is even though I accept Hertz apologies- this manager told me and also her employees that I was not suppose to come back to that location in ******, *******. Which I believe is unfair and unjust as that is the closest Hertz to my apartment and where I have always gone in Georgia to rent cars from Hertz and she had no valid reason to make such a statement. I would like to know if this could be rectified before my case is closed. I would love to be able to rent from that Hertz in ******, ******* if needs be without prejudice or discrimination. Also, I do believe if she is still an Hertz employee that both me and my daughter deserves an apology from her. Please let me know if you can add this to the acceptance I sent or what I will need to do so I can ensure Hertz gets exactly what I have to say. I look forward to hearing from you soon. Thank you. My contact is **********.

  Customer Answer

  Date: 05/05/2023

   
  I have a case Complaint #******** with the Better Business Bureau regarding Hertz Car Rental. I received a response and was asked to accept or reject what they were offering/stating. I did not find a problem with what they were saying and selected accept thinking I was going to be able to give a grounds unto which I was accepting, but that was not so. Once I clicked on accept, my other option was to proceed and once I clicked on that I believe that ended or closed my case. I am still Not satisfied with that, I did not know that if I clicked that option, that was what was going to happen. I needed to explain, that yes, I was accepting what they said but also that I needed somethings rectified. I was not looking monetary compensation and so I accepted the apologies that was given by Hertz management through the BBB and they also offered some points to my hertz account, thats fine, but not what I needed when I came to the BBB for help. In my previous report to BBB I detailed how badly I was treated by an Hertz manager and that I was denied a car which I prepaid for and my (11) year old daughter and I was ran out of an Hertz office in the cold. My issue is even though I accept Hertz apologies- this manager told me and also her employees that I was not suppose to come back to that location in ******, *******. Which I believe is unfair and unjust as that is the closest Hertz to my apartment and where I have always gone in Georgia to rent cars from Hertz - and she had no valid reason to make such a statement. I would like to know if this could be rectified before my case is closed. I would like to be able to rent from that Hertz location in ******, ******* if needs be without prejudice or discrimination. Also, I do believe if she is still an Hertz employee that both me and my daughter deserves an apology from her. Please let me know if you can add this to the hurried acceptance I sent or what I will need to do so I can ensure Hertz understands exactly what I have to say and how I feel on this matter. Just an apology from the corporate management and **** points still does not fix this issue and the embarrassment and unprofessionalism of their employee. I look forward to hearing from you. Thank you. Please note: I did call the BBB several times on May 2 - the day I clicked accept and realized that it did not give me an option to say - what I needed to and on what grounds I was accepting. I was told to sent an email to *********************************************** and see if she was able to add that to my complaint and let Hertz know, but no one emailed me back. I would like for this to be added. My contact is **********.

  Business Response

  Date: 05/18/2023

  This is in response to complaint#********.

  
  RR- 184637073

  
  RE: ******************

  
  Thank you for reaching out to me. I appreciate the opportunity to readdress your concerns.

  
  At Hertz, we aim to provide the highest level of service before, during and after a rental. I appreciate the time you have spent in reporting this to **.

  
  Hertz company records are considered confidential and are not available to the public.  Therefore, we are unable to provide information regarding any disciplinary action taken with our employees.  We hope you can understand our position on this matter.

  
  However,we do want to assure you that it's not in keeping with the service we are renowned for, and we hope to have the opportunity to serve you again soon.

  
  Regards,

  
  

  Customer Answer

  Date: 05/21/2023

   
  Complaint: 19975423
  
  I am rejecting this response because: I am not asking Hertz to let me know what disciplinary actions, if any, will be taken. What I am asking is that as a paying customer for years with ********************** and also a gold plus member, I should be able to go to Any Hertz location of my choosing without discrimination or insult, and I was Told by the Hertz employee (a Manager) in question that I was not to come back to that particular location and she also shouted this to her employees as well - that I was not suppose to come there again to rent any cars. Is this a Hertz policy and does this employee (manager) or other employees have the right to turn me away if I should return to this particular location to rent a car?

  Also, I am asking for an apology from this particular employee if it is possible. Both my 11 year old daughter and I were disrespected and ran out of the Hertz office in the cold, I was also told multiple if I didnt get out the office that she was going to call the police. We had to wait in the cold for over 20minutes on an Uber to come pick ** up. This Hertz location is the closest to my apartment and thats where I go to rent vehicles when I am in Georgia. I look forward to your response. Thank you.

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

• Initial Complaint

  Date:04/25/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a Tesla with Hertz through the Uber Program in March 30th at the ***********, ** location. I had it for about 3 weeks. Each week I extended the rental online no problem. This past Thursday (April 20th), I attempted to extend again but I received 3 error messages instead. After that I attempted to speak to 3 representatives who all said that there was nothing to be done and for me to speak to my local office. However, by that time, my local office was closed. The next day, Friday, I spoke to my local office and was told that because they do not deal with Uber rentals, I would have to speak to a representative over the phone again. I spent the entire day going back and forth with 5 different representatives just for them all to continue sending me in a circle. I tried returning the rental but the local office said the rental couldnt be closed due to issues with billing. So I checked my bank account and there were THREE CHARGES FOR $304 and ONE CHARGE FOR $62 deducted from my account. That was ALL the money in my account. I was told by one representative that this was a security measure for not extending the rental on time. Another representative told me that it was because I tried extending the rental 3 times but there was a system error. I was extremely confused and frustrated so when Saturday came, I brought the rental back to my local office with a representative on the phone who said they would waive the extra charges for the me returning the rental late. I then proceeded to have the local office take the rental. Later on in the day I received 2 calls from 2 more representatives stating they were apologetic and as soon as the rental was completed they would waive the extra late days for all the complications Ive had to go through. Now its 4 days later, Monday, and all my money is still held under pending and each representative that Ive talked to and now saying they have no proof of any fees being waived and that theres nothing to be done for me.

  Business Response

  Date: 04/28/2023

  Complaint ID: ********

  RR#: 170932926

   

  Please accept my sincere apology for the difficulties you experienced while trying to extend your rental. I have reviewed our records and unfortunately the pending amounts that you have presented on your bank statement are not showing in our system. Please verify with your financial institution if the amounts are still pending. There are no notes stating you were to receive a refund for the extra days. Having reviewed this matter, we respectfully decline your request for a refund. 

• Initial Complaint

  Date:04/25/2023

  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 vehicle was struck by a female distracted driver operating a Hertz rental car on 4/11/23 @ 6:24PM on I-75 southbound by the ********* #*** exit. Her irresponsible driving rendered my car inoperable. I immediately put in an accident claim towards Hertz the following day, 4/12/23. The claim number is #********. As of today, 4/24/23, Hertz has refused to assign an insurance adjuster to my claim and advised me that claims can take up to 3 months to assign an adjuster. I have called nearly everyday. When I asked why the delay, they said this is due to the volume of claims. This doesn't even count the time they would take to examine the claim and make a decision. Am I meant to be car-less for 3 months because they rent out their vehicle to distracted, irresponsible drivers? Why am I being punished? Sorry, but your lack of employees isn't the consumer's problem. This is an unacceptable timeframe and I demand that the company expedite assigning an adjuster to my claim.

  Business Response

  Date: 05/01/2023

  Complaint ID: ********

   

  I apologize for any inconvenience you have experienced. Our Claim team has advised they will expedite the claim and reach out to you directly to assist. 

• 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.

  We would like to give the feedback for renting Hertz car in *****, *** on *****, April, 2023. Our reservation rental number was D0226174319. Our problem is Hertz forgot to deliver the car to **. We booked for the vehicle delivery that We had sent the emails for the additional documents and confirmation for **************** for the car at ****************. Our pick-up appointment was on 15th April, 2023 at 8 am. We waited at the hotel lobby for 30 mins (****am.) and no one came or contact **. Then, we call the Hertz number office which is out of service time. Then, we called the roadside service assistance instead for 2 times and the woman who picked up our call didnt seem to know anything about our bookings. It seems that no one managed the rental details into the system and no arrangement was prepared. The car was finally delivered to ** at ****am which is 1.5 hours late. This late cause our schedule delayed and we cannot make our schedule done. We booked the car from rental Hertz company because Hertz is one of the professional and international rental car services. We didnt supposed this events would happened by Hertz company.

  Business Response

  Date: 05/23/2023

  Complaint ID: ********

  Res#: D0226174319

   

  Thank you for contacting us. Please accept my sincere apology for any inconvenience caused. We have reached out to our *** for information regarding your rental experience related to the delayed pick up. Because this location is a privately owned licensee we are unable to view the reservation/rental.  Please provide your rental documents so that we may further investigate. . 

   

   

  Customer Answer

  Date: 05/23/2023

  Thank you so much for your kind co-operation. The documents are attached. Looking forward to the progress. 

  Business Response

  Date: 06/01/2023

  Complaint ID: ********

  Res#: D0226174319

   

  Thank you for your patience. Our team in ***** has advised due to a very high number of bookings for their location it caused their deliveries to be delayed. They ask that we extend their sincere apologies for any inconvenience caused. 

  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 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.

• 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.

  Reservation confirmation num K46638112D9 I would like to complain about this experience.The reservation email clearly shows my reward tier is ****************, but the gold membership front desk at ********* keeps saying it expired, and therefore offered me a worst SUV I have ever booked. I am pretty confident my membership does not expire as I just enrolled this month. The Gold front desk says he can not update the reservation or read my confirmation email.This is first time I book after becoming president ***** and it's really disappointing. I will consider other car rental options if Hertz gold membership does not work out, and even Hertz own front desk denied its confirmation email.

  Business Response

  Date: 04/27/2023

  Complaint ID: ********

  RR#: 184242214

   

  Thank you for contacting us. A review of our records indicates the Gold number provided was expired, however you have another Gold account that is not expired. You will need to log in to your account to update your profile. 

  I apologize for any inconvenience. 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: 04/27/2023

   
  Complaint: 19973267
  
  I am rejecting this response because:
  

  The reservation confirmation email attached shows it's booked with my active account, and gold membership tier is president ****************************************************

  Business Response

  Date: 05/23/2023

  Complaint ID: ********
  RR#: 184242214

   

  Please be advised the credit card and driver's license information on the Gold account number that was used on your reservation is expired. Which is why the ************ wasn't available. Please log in to your account at hertz.com to update the expired information. 

  Customer Answer

  Date: 06/06/2023

   
  Complaint: 19973267
  
  I am rejecting this response because:

  Reservation email clearly shows it's President *********** If my info is expired I should never be able to make the reservation.

  
  Sincerely,
  
  Bochao Yue

  Business Response

  Date: 06/22/2023

  BBB Case number:  19973267
  Res ID or RA #:  19973267
  
  This is in response to Bochao Yue,
  
  We apologize again for any misunderstanding.  I have again verified the Gold member number ending in **** is expired.  However, you do have an updated Gold member number ending in 7854.  For confidentiality reasons, Hertz is unable to e-mail member numbers from Customer Service.  You may call ********************* Monday through Friday at ************ between the hours of 7:00 AM and 7:00 PM Central Standard Time and an agent can assist you with your member number. Alternatively, you may access www.hertz.com, click on "Login", then click on "I Forgot my Member Number".  You will be required to supply the e-mail address and driver's license information that is reflected on your profile.  Once the necessary information has been submitted your member number will be emailed to you. 

• Initial Complaint

  Date:04/24/2023

  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.

  1. I reserved a Hertz rental car online (confirmation number K43025251B5) for a trip in *******************, ******. The reservation quoted a price of $353.53 USD and indicated that insurance coverage is available but optional. I declined insurance since my credit card provides that coverage (even in foreign countries).2. When I received at the Hertz rental location in ****, the agent would not let me decline 3rd party liability insurance even though I told him that my credit card covered it. Since he would not let me rent the car without it, I was forced to accept this insurance.3. The price of this insurance, $297.75, roughly doubled the rental fee.4. I contacted Hertz during my vacation in ****** and filed a customer care complaint (case *********. ********************** replied that since I accepted the insurance the fee is correct. 5. On follow-**, customer care said that the ********************************************* location is privately-owned so they could not help me.6. I then asked to how to file a formal complaint with Hertz and I received no response.I don't think Hertz corporate should be allowed to wipe its hands clean of the behavior of its affiliates. They quoted me a price and indicate that insurance is optional. They should honor that. So I'm asking for a refund of $297.75 for this unnecessary insurance which was forced upon me.I've attached the original quote ($353.53) and the amount Hertz charged ($651.28). I've also attached the contract that was given to me at the rental location. Note that the fees have been split across many different categories, but the original quote indicates that all fees and taxes are included.

  Business Response

  Date: 05/11/2023

  Complaint ID: ********
  ********************** RR#: F4109410

  This correspondence is being sent in response to a query made by *************************. Thank you for allowing us the opportunity to review your concerns. 

  We apologize for any concern caused regarding the additional charges billed on  your rental. Our rental location in ******************* is an independently owned and operated licensee franchise location. As such, the owner of the locations processed his or her own billing and invoicing which is not available to our offices. Therefore, upon receipt of your inquiry we immediately reached out to the licensee owner for their further review and assistance. 

  The licensee has provided a response as well as the rental contract. Based on their response, they have advised that the charges billed for the rental is correct based on the rental contract. As we are unable to recreate a verbal conversation between customers and our location representatives, these decisions must be based on the documentation available. In this case, we must also stand by the decision and response provided by the licensee owner after their review of the matter. 

  Customer Answer

  Date: 05/11/2023

   
  Complaint: 19972762
  
  I am rejecting this response.  It's all too easy for Hertz to distance itself from responsibility under ********** that it cannot set policy for or control its affiliates.  If Hertz's reservation website provides a quote -- and the quote explicitly states that insurance is optional -- they can't pretend that it was OK for their **** affiliate to force me into paying double the price for something I did not want.  Please note that in Hertz's response, neither corporate nor the **** affiliate deny that the affiliate requires and pressures customer to take the 3rd party liability insurance.  I think that would be lie which Hertz and perhaps Hertz is not willing to go so far as to explicitly lie about this.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 05/22/2023

  BBB CASE#: 19972762
  RR#: F4109410
  
  This is in response to *************************
  
  Our decision is unchanged upon an additional review of the charged with or ******************* team it was found the charges billed are correct and no adjustments are warranted. While I understand this is not the desired outcome, please consider this is our final decision on the matter and consider this fully addressed and closed.
  Thank you for contacting **.

• Initial Complaint

  Date:04/24/2023

  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 #K4511441317. We rented a Tesla from 4/04/23-04/10/23 for a family Easter visit. It was exactly what we wanted for the trip; but, once we got to our family's home in rural ********, the key card stopped working. The car was in perfect working order, but the key card would not start the car. We called Hertz and the service agent told ** that there was nothing he could do besides have the vehicle towed to *********, ** (2 hours away) and have ** drive there in my dad's car ( at our expense) the evening we were to be celebrating the holiday with family. So we drove 4 hours round trip to and from ********* late in the evening the night before Easter. While at the ********* location, we were told that a Tesla was unavailable and that we would have a gas car instead. The desk agent at this location was the 2nd person that told ** they would not be able to help ** with a refund or credit; the first being the c.s. agent on the phone. We rented a Tesla for the purpose of not having to pay for gas, for the comfort of the drive, for convenience, and safety. Our 4 year old son was unable to take the 4 hour trip with it being so late in the evening, so we had to scramble to find an available family member to watch him for **. This was already a ***** mile round trip visit and this added more driving and money to the trip. We left for home the next evening and drove through *******. We did not have an I-Pass in the car, so we planned on paying with cash. The cash lanes were all closed so we couldn't pay. We made it home and returned the car (full with gas). The agent there said all he could do was cancel the charges for the electric usage for the Tesla. When we tried to go into the I-Pass system to pay the toll (under the direction of the desk agent in Kalamazoo) the toll was not showing up for ** to pay. We were unable to pay (still within the 14 day period), tried several different ways to get a hold of anyone at Hertz to help us, and were unable to reach anyone.

  Business Response

  Date: 05/11/2023

  Complaint ID: ********
  ********************** RR#: *********

  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 inconvenience caused when you experienced difficulties with the Tesla vehicle originally rented. Our records confirm a vehicle exchange took place on 04/08/23 on your rental contract which was scheduled for rental from 04/04/23 - 04/10/23. We also regret that our location in ********* was unable to secure a Tesla for your vehicle exchange. Rest assured, your concerns have been shared with appropriate management for their review and corrective action where deemed necessary. 

  As a gesture of concern, we are mailing a $75.00 Hertz Certificate to you at the mailing address provided to ** on your rental contract. This certificate will arrive in standard mailing times. 

  For any questions or concerns regarding the toll charges incurred on your rental, please contact our Toll ******************* at Verra Mobility by phone at **************. You may also visit their website for information regarding any toll charges billed during your rental at www.platepass.com. 

• Initial Complaint

  Date:04/24/2023

  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 rented a car in ************** in ***********, **. Rental agreement ********* I received a traffic violation from ******************** Courthouse and received notification of the ticket number by Hertz/ATS on 6/24/21 I paid the ticket directly with the ******************** Courthouse on 7/11/21 When the ******************** Courthouse adjusted the ticket number, which they did when transferring it to my name from Hertz, this triggered a refund of my payment of $490 to Hertz on 8/25/21 (see uploaded Court records) Hertz received a check for $490 which was MY payment not theirs. I want that $490 returned to me I have spent countless emails and phone calls with Hertz customer service to get resolution on this and my money returned, opening cases ******** and ******** with no progress. I am constantly given the run around and asked the same questions over and over by not helpful customer service agents

  Business Response

  Date: 05/11/2023

  Complaint ID: ********
  ********************** RR#: 981292104

  This correspondence is being sent in response to a query made by **************************** 

  Our records show the rental information provided is under a different first and last name than your own. Due to customer confidentiality, we are unable to discuss a customers rental with a third party. In order to consider your request, please confirm the first and last name of the renter as listed on our documentation as well as your relationship to them. 

• Initial Complaint

  Date:04/24/2023

  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.

  recently rented a vehicle from hertz and was overcharged $2,738.29 Ive only had the vehicle for 31 days .I was originally charged for the correct amount 1409$ or so . My limit was too low , so transaction declined . I ran to hertz remanded location to get the payment situated via debit card . He referenced me to hertz billing #And gave me my rental contract #I called billing on 04/18/2023 they stated they realized the computer made a glitch and overcharged me for an additional month . So hed leave a note for billing once it was adjusted a week later .I wake up today and call hertz only to find out there was 0 note placed on the adjustment .RR165-631-981 Please fix this overcharge

  Business Response

  Date: 05/03/2023

  Complaint ID: ********
  ********************** RR#: 165631981

  This correspondence is being sent in response to a query made by ***********************. Thank you for allowing us the opportunity to review your concerns. 

  Our records show that you previously contacted our **************** team regarding this matter. On 04/21/23 a refund of $1706.37 was processed to the charge card originally billed. Though processed on this date, it will take up to **** business days for the credit to show on your billing statement. We have attached a copy of your amended invoice for your review and record. We are pleased to see that our **************** team was able to assist with processing this credit.