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

  5405 Airport Service Rd Tampa, FL 33607-1419

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  Hertz

  4500 E Speedway Blvd Ste 40 Tucson, AZ 85712-5325

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  Hertz

  Ontario International Airport Ontario, CA 91761

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  Hertz

  5800 Gasoline Alley Dr Bakersfield, CA 93313-3741

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:04/18/2023

  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 vehicle from the ******* Downtown, ** location on 9/12/2022 at 09:30 and returned the vehicle on on 11/13/2022 at 08:47. When I returned the vehicle there were no issues with payment or anything else. On 1/13/2023 I receive correspondence from Thrifty stating that I owe a balance of $1,276.51, I immediately called to inquire about this and I was told that I rented the vehicle and did a chargeback/dispute so that I did not have to pay for the rental. I told the representative from Thrifty (*****) that this is not true and I called *********** with ***** on the phone and *********** confirmed that I never requested or did I do any callback on my account. Since January 2023 I have called Thrifty over 40 times in regards to this matter and each time I call I have *********** on the phone with me. Even with *********** on the phone and them telling ******* there was an error or mistake on their end, ******* takes the stance that I did I quested a chargeback/dispute. This is completely unprofessional and unreasonable. Thrifty seems to have it made up in their mind that they are above error and that they are always correct. Thrifty has placed me on their do no rent list and also have sent my file to collections for the amount of $1,276.51

  Business Response

  Date: 04/20/2023

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

  RR- *********

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

  After further review, our records show your rental privileges were not suspended for rental charges; however, our records show that you have an outstanding balance of $1,276.51 from rental *********. Considering this information, we ask that you must contact ************************ directly at ************: Monday-Friday **** am to **** pm to pay the outstanding balance as soon as possible to reinstate your rental privileges.
  
  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. Please do not hesitate to raise any future concerns and thank you for choosing Hertz.
  
  Regards,

  Customer Answer

  Date: 04/22/2023

   
  Complaint: 19949120
  
  I am rejecting this response because:  As you can clearly see the level of incompetence and unprofessionalism. Hertz now states on 4/21/23 that "your rental privileges were not suspended for rental charges" when the attached document dated 3/15/23 states "that your thrifty rental and authorized operator privileges, as well as any memberships have been cancelled due to you failure to pay the outstanding charges owed by you to thrifty" being that your response to my BBB complaint differs from the tangible document mailed to me which one is the correct correspondence? As of right now there is complete confusion. Hertz further states on 4/21/23 "our records show that you have an outstanding balance of $1,276.51 from rental *********. As you can see from the attached documents, all charges from Thrifty were paid including the tolls charges and the rental charges. If you say that I owe a balance of $1,276.51 where would it derive from? According to all of your representatives this balance is owed due to me doing a chargeback on my account. I have called with *********** on the line numerous times to confirm this as well. I have given *********** full and complete authorization to discuss this matter with Hertz. Again, I will state on the record that I have never rented any vehicle with any company and did a chargeback afterwards. You can always call them at ************** and my account number with them is ******************* or you can call me and we call them together. This situation is due to error being made on behalf of Hertz. This is the same company that just settled in December of 2022 a $168,000,000.00 lawsuit with hundreds of their customers for systemic flaws in Hertz's reporting of thefts, including not recording rental extensions, falsely claiming customers hadn't paid, failing to track its own vehicle inventory and failing to correct false reports to police. I would like the amount of $1,276.51 to be cleared and an apology issued from Hertz.
  Sincerely,

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

  Business Response

  Date: 05/02/2023

  Complaint ID: ********
  Thrifty RR#: 838740921

  This correspondence is being sent in response to ************************** 

  We apologize for any confusion caused; however, our records show the total billed amount of $1381.51 was billed to your Mastercard ending in xx-**** on 11/13/22. However, on 11/28/22 we received a chargeback from your financial institution disputing the amount of $1276.51. On 12/24/22 we received a statement from your bank advising that you went to the bank with a written dispute of the amount which resulted in the chargeback. As such, the amount is still an outstanding balance and must be settled with our ********************* **********************, by calling ************. We have attached a copy of your original rental contract as well as your current invoice showing the balance owed. 

  Customer Answer

  Date: 05/02/2023

   
  Complaint: 19949120
  
  I am rejecting this response because:
  

  Hertz states as of Tuesday (5/2/23) "We apologize for any confusion caused" but you do not make any clarification of the confusion that is caused. So please do so by answering the following question. As of the date of this rejection response are my rental privileges suspended or revoked? You also state in your response "On 12/24/22 we received a statement from your bank advising that you went to the bank with a written dispute of the amount which resulted in the chargeback" I find it ironic that you attach the original rental agreement and the amount owed but you do not provide any tangible correspondence from my bank attesting to this. Please provide the tangible documents that you used in making the determination that I provided my bank with a written dispute of any amount on my account in regards to any business relationship with Hertz and/or any of its affiliates or subsidiaries. Again my *********** account number is ******************* and their phone number is **************. I will again go on record stating that I have never rented a vehicle from any rental car company and did a dispute or charge back. For full and complete transparency I respectfully request that you share all correspondence of this matter with the *** of Hertz ********************************** at email address *********************************** I would like Hertz to close this matter out and clear my erroneous balance that you say is due and to issue me an apology.

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

  Business Response

  Date: 05/23/2023

  Complaint ID: ********
  RR#: 838740921
  
  Please be advised we don't have documents from your financial institution that you provided such as the written dispute. You would need to obtain this information from your financial institution. Your rental privileges are currently suspended due to the outstanding balance. The outstanding balance must be paid before we can consider removing the suspension. 

  For further review please provide a PDF attachment of your credit card statements from November 2022 to current date. 

  Customer Answer

  Date: 06/03/2023

   
  Complaint: ********
  
  I am rejecting this response because I have provided the documents that you are currently requesting on April 22, 2023 via this same complaint #******** via the Better Business Bureau. There presently is not a dispute to *********** for this merchant Hertz or any other merchant. I have asked you numerous times to call and verify this with my bank and I have also provided you with their contact information and my account number. Myself, *********** and ********************** have been on the phone to attest that I have never submitted any dispute to them for a rental car. If you are now stating that you do not have any documentation that verifies a dispute from *********** why is it that you stated previously that you received documentation from *********** that states that I submitted a dispute? For the record once again, there is not a dispute initiated on my account. This error is a human error on the side of Hertz. I asked that you please include **************** in all correspondence when you reply back but again you have failed to do so. This issue has been going on since December 2022 and still Hertz you are not admitting fault here. Outside of this I feel as though the only course of action is to defend myself against these falsehoods through litigation of some sort. I would rather not go down that path but this is utterly ridiculous at this point. Please provide any and all documentation that you have received from *********** as it pertains to my account to include all verified and accurate charges from the calendar year 2022. You are more than welcome to contact me at ************ so that we can once again call *********** and they can again explain to you that there has never been a dispute submitted on my account.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 06/22/2023

  Complaint ID: ********
  Thrifty RR#: 838740921

  This correspondence is being sent in response to ************************** 

  We apologize for any frustration or confusion caused. Based on our records and the documentation, the balance is still an outstanding balance. The documentation does not support that the funds were paid. Based on our records, on 12/01/22 a chargeback of $1,276.51 was received by Thrifty at which time this amount was credited back to your account by your bank. On 12/16/22 this chargeback was reversed and the monies returned to Thrifty. On 01/07/23, the chargeback was issued again by your bank and the funds were credited to your account. As of 03/15/23 the balance was  listed as unpaid and sent to our third party collections partners. 

  For further assistance, please contact your financial institution regarding the second charge back and the funds that were credited back after the chargeback was processed. 

• Initial Complaint

  Date:04/18/2023

  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.

  We rented a vehicle, License plate ******* CA at ********************** (Dollar) in Oct 2021. Rental record: 171418144.First issue:We bought the full coverage insurance at Hertz/Dollar at the counter, we're charged $33.99 per day for the insurance. When we're buying the insurance, we double-checked with the counter to make sure that the insurance will cover the damage on the vehicle and on the other party's vehicle damages if there's any collision.On Oct 24, 2021, when we're backing up our vehicle in a parking lot, another vehicle suddenly showed up, we backed up into their vehicle's driver door and cause a small dent.I've been calling and filling claims with Hertz/Dollar since then, last year they give me a claim number at **********. They said they'll send me receipt of the rental, and the claim information, but they never did.Today the other vehicle's insurance company contacted me for the claim and damages. I called Hertz/Dollar and they said there's no such rental reservation, and there's no such this vehicle. It's a FRAUD and a LIE.I have videos of the vehicle with license plate on it, have the ********************** record paper, have 6 witnesses, have the email reservation, and my bank statement that Dollar charged me for $418.75 for the entire rental.Second issue: we only rented for 3 days and returned the vehicle on Oct 25, Dollar/Hertz charged me for 4 days.

  Business Response

  Date: 04/20/2023

  This is in response to complaint #********
  RR-171418144

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

  
  Please accept my deepest apologies on behalf of the Dollar team for the inconvenience this has caused you. Please reach out to our claims department at ************ Mon-Fri from ****am to 7.00pm.

  
  Thank you for bringing this matter to our attention. Please know we take all customer concerns seriously.

  Regards,

• Initial Complaint

  Date:04/18/2023

  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 rented a car from Hertz on 4/3/2023 (reservation # K4512567541). The night before returning the car I thought I lost the key, so I called Hertz to find out what I should do. I was told that I will be charged $250 for the key. Couple hours later I found the key and returned the car next morning. Somehow Hertz still charged me $285.00 for the lost key, even I returned the car with the original key in the ignition! And when I found out that I was charged for the key I contacted Hertz to find out what is going on. Hertz rep ******************* me: "After further review, I regret to inform you that the charges billed for the lost key were valid. Hence, no adjustment is warranted." What a lie!

  Business Response

  Date: 04/20/2023

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

  RR- 175352973

   

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

   

  Please provided documentation showing the date and time the location received the keys. Customer have 24 hours to return the keys in order to process a refund.

   

  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; as we truly value your business, do not hesitate to reach out to ************************************************ for future inquires.

  
  Regards,
  

  Customer Answer

  Date: 04/20/2023

   
  Complaint: 19948610
  
  I am rejecting this response because:
  

  I returned the car on 4/10/2023 with original key to the location @ ***************************************************************************, **************. The key was turned in to the gentleman over the counter, whom had no issue accepting the return. Then the exact car was rented out the very next day to a new customer. **********************'s own ********************** record showed all these. They just don't want to call the local office directly to verify the fact that the key is never lost. Would I be allowed to leave if I do not returned the car in its original condition? How did I even get the car to the location without the key at the first place?! Matter of fact, I just called the local office and was confirmed that the key was never lost. Call **** or ******* @ ************ and ask them about the truth!!!

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

  Business Response

  Date: 04/21/2023

  Complaint ID: ********

  RR#: 175352973

   

  I apologize for any confusion. A review of our records indicates the refund for the key was processed today, 04/21/23. Please allow up to 7 business days for the refund to post to your account. 

  Customer Answer

  Date: 04/21/2023

   
  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:04/18/2023

  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.

  On the afternoon of Thursday, March 29th, I made an online reservation on behalf of my sister, *********************, and promptly received a confirmation number. Next, I called the store to confirm, without success. The automated system repeatedly told me to go to their website. When I pressed 0, I was told that this was invalid an option. So, trusting that our confirmation was valid, my sister and I went to the store to pick up our rental.When we arrived, we were immediately told that they actually didnt have any vehicles. When I asked a male worker how this could happen, i.e., that we could receive a confirmation for a vehicle that actually is not available, he told me that their systems dont communicate with the online reservation system, and that, as a result, this happens all the time. He said that, next time, I should press 5 if I want to speak to someone in the store. This option was never given through the automated system. When I asked why no one from the store had attempted to contact me or my sister, he stated that they were in a rush period and were too busy.I complained that these combined issues essentially set people up to believe that they had a reservation while depriving them of any means to verify or confirm. He replied, again, that he knew this; that it happens all the time; but that there was nothing he could do as a low-level worker. Meanwhile, the manager conveniently left the store during this conversation.I paid $20.92 for an Uber to 707 N ******, and $21.92 for an Uber back home, for a total expense of $42.84.

  Business Response

  Date: 04/20/2023

  Complaint ID: ********
  
  This is in response to **********************
  
  Hertz thoroughly reviews every customer's inquiry, and I will be happy to investigate yours once I have received the information needed to do so. Please provide a nine-digit rental agreement number or the eleven-digit reservation confirmation number starting with the letter K.
  
  Thank you for contacting us.

  Customer Answer

  Date: 04/20/2023

  The confirmation/cancellation number for the order was K44730248D9. 

  I made the Hertz reservation on behalf of my sister, ****, with her present, as she intended to drive the vehicle on my behalf the following day.  I included copies of both the reservation confirmation and cancellation with this complaint, both of which already contained the confirmation number you requested. (If you don't see those documents attached, as I do, please let me know).

  If you need additional verification of our experience from my sister, ****, please let me know, and I will provide her contact information as well. However, her email and telephone number should already be available to you through your online reservation system.  While the reservation was made in ****** name, we both intended to use the vehicle (in my case, solely as a passenger).

  **** and I traveled together via Uber to the Hertz location in *********, ** to pick up the car which Hertz had confirmed.  If you review the documents provided, and compare the time stamps, they will show that, while the reservation was confirmed on March 30th around 4:30 pm, and my sister and I had departed in an Uber by 4:42 pm to go to the Hertz Store, the actual cancellation of our order through Hertz's automated system was not generated until around 5 pm, or a half hour after we made the reservation. In that time, I had already spent the money to travel to and from the Hertz ********* store.

  Business Response

  Date: 04/21/2023

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

  RR- Unknown

  Thank you for reaching out to us. 

  I understand that  you was unable to secure your recent reservation with a vehicle, on behalf of Hertz I would like to apologize for any inconvenience this may have caused you and your travel plans. The travel industry at large is experiencing high demand in travel while facing shortages in vehicle availability from the manufacturers. We remain committed to providing more fleet availability.

  Regrettably, there are no specifics in your query. Please provide the Reservation number and the city and state of the pickup along with the Uber receipts.  Once this reservation is received, I will review your concerns and provide you with a response as quickly as possible.

  Regards,

  Customer Answer

  Date: 04/24/2023

   
  Complaint: 19946755
  
  I am rejecting this response because Hertz needs additional information, and therefore more time to respond to my complaint.

  I uploaded the supporting documents with the original complaint, and then sent them to the BBB by email last week. It is now up to the BBB to forward those documents to Hertz, and then afford Hertz the opportunity to respond after they receive them.

  I did provide Hertz with the confirmation number for the reservation they summarily cancelled, however, this reply does not acknowledge that I provided them with that. Their reply asserts that I have provided nothing, which is not true.

  I sincerely need the BBB to get the supporting documents I've already provided uploaded. Thank you.

   

   

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

  Business Response

  Date: 05/03/2023

  Complaint ID: ********
  ********************** Res#: ********************** correspondence is being sent in response to a query made by *********************. Thank you for allowing us the opportunity to review your concerns. 

  We sincerely apologize for the inconvenience experienced in *******, when we were unable to honor your reservation.  Although our reservation system is designed to provide a vehicle at the time and place requested, situations can sometimes develop that prevent us from honoring a reservation.  This is usually caused by late returns, extended rentals, damaged vehicles etc. Due to this, reservations made on the same day of the anticipated rental may not be able to be fulfilled due to last minute changes in our inventory. Our records show that your reservation was booked on 03/30/23 at 16:31 for rental on 03/30/23 at 17:00. We regret any inconvenience this may have caused. 

  Customer Answer

  Date: 05/04/2023

   
  Complaint: 19946755
  
  I am rejecting this response because Hertz did not: 1) respond to my request that it reimburse me the $42 I spent on an Uber to and from the Hertz store on **************** in *********, **.  (I don't know why the response says the reservation was in *******; 2) acknowledge that their systems (telephone, in-store staff) do not catch problem reservations in a manner timely enough to prevent customers from making a wasted trip to pick up vehicles that are actually not available. 

  If Hertz is truly sorry about my poor experience, they would apologize not just with words, but with actions, namely, reimbursing me for having to spend $42 just to find out that a "reservation" that had been "confirmed" was neither reserved nor confirmed.  If Hertz is aware that they have a problem with their systems misleading people about vehicle availability, at the very least they should make it clear to customers that their so-called "confirmation numbers" mean absolutely nothing.  At least add the disclaimer that was provided in this apology, and the word "tentative," to any so-called "confirmation" given to a customer.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:04/18/2023

  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.

  ** October 2022 i rented a vehicle from Hertz car rental. My rental was paid as I was renting the vehicle and I left a zero balance. I am now receiving phone calls from a collection agency stating that I have a balance and theyre reporting this to the credit bureau. I have attempted to contact his company and multiple times and I am unable to get a hold of representative and they will not return any phone calls. I want this matter resolved immediately and anything reported on my credit bureau to be removed immediately.

  Business Response

  Date: 05/04/2023

  Complaint ID: ********

  RR#: H18804133

   

  A review of our records indicates your total amount due was $599.32. On or about 11/15/22 you initiated a chargeback with your financial institution for $274.32 of the rental charges. Because of this, the amount is now outstanding. Please be advised adverse chargeback disputes do not mean the charges are invalid and in no way alleviates the renter of responsibility of the charges.

  Customer Answer

  Date: 05/04/2023

   
  Complaint: 19947490
  
  I am rejecting this response because: my Credit card was charged the full amount for my rental and I have the receipt. It is attached. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 05/11/2023

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

  RR- H18804133

  Dear ***************************,

   

  A review of our records indicates your total amount due was $599.32. On or about 11/15/22 you initiated a chargeback with your financial institution for $274.32 of the rental charges. Because of this, the amount is now outstanding. Please be advised adverse chargeback disputes do not mean the charges are invalid and in no way alleviate the renter of responsibility for the charges.

   

  Regards,

• Initial Complaint

  Date:04/18/2023

  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.

  On February 23, 2023 I placed a rental on ********* I was supposed to pick up the rental on March 11, 2023. Once I got to the pick up location I was told I could not pick up the rental. I called customer service I explained the situation to them they said no problem. They are going to refund me in 7 to 14 business days 7 to 14 business days pass I called and I was told that the refund was started but was not processed and that the representative was going to process the refund. on April 12, 2023 I called Customer Service, billings dept. And the representative told me that he see that my refund was processed but he doesn’t know why I didn’t receive it maybe it was my financial institution. He said he was going to escalate it up to corporate so that they can investigate it some more I proceeded to call my financial institution my financial institution informed me that they do not see a refund being issued by any vendor on my account. They explained to me that once a vendor starts with issue a refund they’ll be able to see that issuance today April 17, 2023. I called back hertz, I informed them of what my financial institution said. The representative on the phone said that he was going to escalate it to corporate again I asked to speak with a supervisor. All the supervisors were busy so he said he’s going to give me a call back once he did call me back on April 17 at 4:30-ish, he told me he does not see the original escalation to corporate, and that it was now escalated today and I have to wait another 10 business days to receive my refund. This is absolutely unacceptable. It wasn’t this difficult for them to charge the card. It shouldn’t be this difficult to return my money . This is ******* and this is Robbery. My rental number is ***********

  Business Response

  Date: 04/19/2023

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

  I apologize for any inconvenience caused by the delays in receiving the refund of your prepayment. Upon receipt of your inquiry, I immediately began an investigation into this matter. I have found that the full refund was processed on 04/03/2023; however, during the submission of this credit to your financial institution there was an internal error which delayed the credited amount. I notified my management team of this error so that it can be addressed internally at which time they have ensured the refunded amount was fully processed through to your bank. You should see the funds in your account within 3-5 days. In addition, I will have a refund invoice available within 24-48 hours that I can forward to you for your review and record.  During this time, if you have any questions or concerns or if I can be of further assistance, please do not hesitate to reach out to me directly. 
  
  I appreciate your allowing me the opportunity to provide assistance and a response on their behalf.

  Customer Answer

  Date: 04/27/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I still have not receive the money.  I have waited the allotted time. Plus it has over month of waiting before I contact the business bureau. It should not take any longer to refund my money. 
  
  
  
  Sincerely,
  
  
  
  ******** ********

  Business Response

  Date: 05/19/2023

  Complaint ID: ********

  Res: ***********

   

  A review of our records indicates the refunds of $638.92 and $80.45 were refunded on 05/02/23 and 05/03/23. Please verify the refunds with your financial institution. 

• Initial Complaint

  Date:04/18/2023

  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.

  Hertz said we didn’t return the car on the correct date but we did as we caught a flight. I have been on the phone with them for the last 20 months being told they would refund me but first I had to pay the balance of 279.66 which I did but still no refund for charging me extra 2 days plus it was returned to Florida when we rented it in Atlanta. They kept saying they would refund it. Rental Agreement: ********* Delta Boarding Pass Baggage Claim Ticket Parking receipt in Seattle where we flown home to on 7/1/21.

  Business Response

  Date: 04/21/2023

  Complaint ID: ********

  RR#: 108356382 

   

  Thank you for contacting us. I apologize for any misunderstanding regarding your return date. Please provide your flight documents or any information you may have to support your return date of 07/01/21 so that we may review. 

  Customer Answer

  Date: 04/24/2023

  
  Complaint: ********
  
  I am rejecting this response because I attached flight information already through here.  Isnt that forwarded to them?  If not who do I send this information to at Hertz?  I have submitted it nemesiss times to them.
  
  Sincerely,
  
  *************************************

  Customer Answer

  Date: 04/25/2023

  I have attached documentation above.  I have attached it now for the third time.  

  Business Response

  Date: 05/11/2023

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

  This correspondence is being sent in response to ************************************** 

  Thank you for providing the requested information. Since the rental in question took place in 2021, we do not have a valid charge card on file in order to process a refund. Therefore, in order to process a credit for the amount of the overpayment, please contact our ************************** team at ************ and reference Hertz Case# ********. When contacting our offices, please provide your full charge card number and expiration date. 

• Initial Complaint

  Date:04/18/2023

  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.

  Rental From ****************** from 4/10/2023-4/14/2023. Charged a $400 cleaning fee for smoking. I have never smoked a day in my life let alone in their rental. I returned their vehicle to the airport early, with a full tank of gas to a gentleman at the after hours key drop. The car was spotless, cleaner than when I received it because I wiped everything down with a sanitizer wipe. My rental Agreement number is *********. I spoke with **** **** rep and she said she could do nothing but request **** remove the charge. She gave me a number to call and it went to an automated system with no person available.

  Business Response

  Date: 04/20/2023

  Complaint ID: ********

  RR#: 177119320

   

  Thank you for contacting us. Please accept my apology for any misunderstanding regarding the smoking fee. A review of our records indicates the charge of $400.00 was refunded on 04/19/23 and will post to your account within 7 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.

• Initial Complaint

  Date:04/18/2023

  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 from hertz/4/12/23 530 pm at ********************************, they told me to return at ********************* *********** ** ***** before 5pm, I return it 4/13/2023 3pm, after I return the car hertz continues charge my **** $95 a day till this Monday morning, probably tomorrow too, I called them three times a day, talked to **************** , ***** A etc etc, they all told me we will close it for you in 24 hours to 48 hours , but next time when I called they told me my rental case is still open that why they will continue charge me my rental # *********

  Business Response

  Date: 04/20/2023

  Complaint ID: ********

  RR#: 178247996

   

  Please accept my sincere apology for any inconvenience caused due to the delay in your rental being closed. A review of our records indicates the rental is now closed. I have attached your rental receipt for your records. 

  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:04/18/2023

  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 purchased a ****** Corolla from Hertz in *********** on October 29, 2022. I provided the check to them from my credit union the same day. As part of this transaction and the total price, I was charged $526.16 for charges related to state license and title. I was given a temporary 90-day dealer plate to affix to the back window of my vehicle. However, I was told by the dealer that I would receive the plate within 30 days and wouldn't need the 90 days. Despite calling and emailing them over and over, I did not receive the registration and plate for the car within that period of time. I was finally called by a different person from the office, who said that my plate was "never ordered" and they said they would definitely send me another dealer temporary, as well as rush my registration and plate. This was 2 days before the dealer plate expired on Jan 29, 2023. I didn't receive the temporary or the plate. I called and emailed again multiple times and was ignored. At that point I was forced to keep my car in my garage because it wasn't legal to drive. I had to borrow a relative's car for errands and wasn't able to do Lyft driving, which is a side business I was intending to do with this new vehicle. On March 21, 2023 I finally received the official plate and registration. I had to garage my car for over 7 weeks. As far as I am aware, the dealership has a fixed amount of time to send the registration and plate to a buyer. This dealer was so neglectful that not only did they run out of the 90 day period they gave themselves, they also forced me to garage my care for almost 2 months after that. I believe I am entitled to compensation for the days they were over their deadline, in addition to the missed work I experienced when I couldn't use my car. They should also have to refund me for the title and registration fees they charged me when I purchased the vehicle.

  Business Response

  Date: 04/21/2023

  Complaint ID: ********

   

  We have reached out to our Car Sales team regarding your contact. They have advised they will contact you directly to assist. 

  Customer Answer

  Date: 05/03/2023

   
  Complaint: 19941401
  
  I am rejecting this response because:

  I received a call from ***, who said he is the area manager for the Hertz dealership that I dealt with. We had a long discussion regarding what happened and he asked what I am asking for. I told him my reasons for feeling that monetary compensation is fair. He agreed with me and said he would speak to the legal department at Hertz and then get back to me. However, that was 8 days ago and despite following up and emailing *** to ask about the status, he has not gotten back to me. I let him know that there was a time deadline from the BBB to work this out, but I didnt hear back from him. 
  
  Sincerely,
  
  *************

  Business Response

  Date: 05/26/2023

  Complaint ID: ********

   

  We reached out to our Car Sales team for information regarding your complaint. They have advised you have requested compensation in the amount of $10,000.00 to which they respectfully declined and you indicated you will talk with your lawyer. Once they receive the information from your lawyer they will respond accordingly.