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

7,171 total complaints in the last 3 years.
1,755 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:02/08/2023
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Rental Agreement #: L47485561 ** Reservation Id. *********** I rented a car in January and as a gold status member (# ********) I have added my husband for free as an additional driver on past reservations. When I checked in to pick up the car, I informed the agent that I was a gold status member and confirmed that my husband could be added without charge. I was informed yes and we added him. I received the invoice after returning the car and was charged over $100 for an additional driver fee. I have tried to resolve this with Hertz directly and have been denied. Thank you,*****
Business Response
Date: 02/08/2023
Complaint ID: ********
RR#: L47485561

Thank you for allowing us to review and respond. A review of our records indicates you did not book your reservation with your Hertz Gold number. To receive the benefits of the Hertz Gold program you must book your reservation with your number. Due to this, we are unable to refund the additional driver fee.
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: 02/08/2023

Complaint: 19350015

I am rejecting this response because it makes no sense to not honor a policy, especially since I verbally confirmed my status at the check in desk. If my status were not on the reservation, I should have been informed as such when I made the specific ask about it to the agent. I also was not informed about the charge to add my husband, because if I had been I would not have added him, so that also seems shady on their part.

Sincerely,

***********************
Business Response
Date: 02/13/2023
Complaint ID: ********
RR#: L47485561

This is in response to ***********************. Thank you again for allowing me to revisit your concerns. As previously advised, the additional driver being added at no cost is offered to members who book the reservation and complete the rental using the member number. A review of our records indicates you did not book your reservation with your Hertz Gold number. To receive the benefits of the Hertz Gold program you must book your reservation with your number. Considering this information, we are unable to refund the additional driver fee. I can certainly understand this may not be the outcome anticipated however, we ask that you understand our position as our decision remains unchanged.
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.
Kind Regards,
Initial Complaint
Date:02/08/2023
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.
02/03/2023. They gave me a rental that needed to be changed over ***** ago. It is a white **** Renegade. I have spent over 3k at this location to be treated like this. This is a Uber Hertz rental location. My rental record number is *********. The location is *****************************************************.
Business Response
Date: 02/09/2023
Complaint ID: ********
RR#: 143113574

Please accept my sincere apology for any inconvenience you have experienced. A review of the information from our Roadside team indicates they made arrangements for the vehicle to be taken to ********* for an oil change when you called on 02/06/23. Please rest assured we will address this matter with the appropriate Hertz management for immediate corrective action.
Customer Answer
Date: 02/09/2023

Complaint: 19341833

I am rejecting this response because: I was given a vehicle that needed a oil change so soon. How is that fair? I missed a whole day of work just to get one. I get treated so poorly at the Hertz in ******, **. I was also given a ****** that had paint missing in the front and the spot got bigger and worse. I spend a lot of money here.I been ************ for 6 months straight. I don't have a choice and I have to deal with that. I look at what the other drivers get and they ride off decent. Now that Jeep has a knocking noise and I have to hear it all while I am driving. It drives my anxiety up the wall. I asked for something else but was told that is all that is available. It is a hassle trying to get a replacement there. Thank you for thr renting privilege.

Sincerely,

*************************
Business Response
Date: 02/10/2023
Complaint ID: ********
RR#: 143113574

As you are currently on rent. We ask that you contact the local office for assistance. If they are unable to assist please contact us once the rental is returned and the contract is closed.
Customer Answer
Date: 02/10/2023

Complaint: 19341833

I am rejecting this response because:

Sincerely,

*************************
Initial Complaint
Date:02/08/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I rented a car tto visit my daughter in ********* ***** through Carrentals.com. They booked me a vehicle through the Hertz affiliate, Dollar, for December *****th, 2022. My rental number was K25601442EO. A few weeks after returning home, I received notice of two violations for speeding that was captured by a camera. I drove with the flow of traffic, have not received a speeding ticket in over 10 years, but proceeded to pay the fines when the ******* infraction bureau sent me the link to do so. I then noticed that Hertz also billed me for "administrative" charges for these fines of approximately $43.00 per fine. Two weeks after paying the fine I received another notice from Hertz that I have an additional ticket for speeding. I have not yet received the link to pay it but am surprised I received three notices in five days of speeding infractions. And Hertz informed me that there will be an additional administrative charge for this fine as well. In addition, I rented the car for five days but was charged an additional $90.00 since I returned it in the early evening on Friday, instead of that morning. The total for five days of rental was over $540.00. I feel this company has not been honest in their dealings with me and have charged me an exorbitant amount for a four day rental. I contacted the company and was told that the contract states I will be charged an administrative fee for any tickets I receive unless I purchased a supplement to my rental regarding traffic infractions. I was not informed by Hertz of this option but it certainly would have made me consider there must be many infractions issued to foreigners. How can we contest these infractions since we learn about them once returning home. In fact, I do not believe I was exceeding the speed limit on multiple occasions. I always drive with the flow of traffic. I can provide proof of my driving record, if Hertz would like to see it.
Business Response
Date: 02/08/2023
Complaint ID ********
Hertz RESID K25601442EO
This is in response to ****** ****, thank you for allowing me to address your concerns with your recent rental.
I sincerely apologize for any confusion regarding this matter. Internationally, it is not necessary for the authorities to stop a vehicle in order to issue a violation. Instead, a picture of the license number is captured, and the owner of the vehicle is billed later. When notified of the violation, Hertz provides the local authorities with the renter's contact information based on who had the vehicle out on rental at the time the alleged violation occurred. Typically Hertz receives fine information within 90 days of the incident. However, some international regions may by law have up to one year to obtain the offender's information.

An administration fee is billed each time the local authorities contact Hertz for information. Due to the increase of violation notices, Hertz can no longer absorb the additional costs associated with processing infringement notices. The administrative fee billed by Hertz is in addition to the cost of the infringement. Local authorities are required to contact the customer directly with a copy of the violation and to request payment of the fine. A copy of the traffic violation administration fee invoice was sent to you separately for your records at the time of charge.
Considering this information, we must respectfully decline you request for refund as the charges are valid. I can certainly understand this may not the outcome anticipated; however, we ask that you understand our position in this matter.
Kind Regards,

Customer Answer
Date: 02/08/2023

Complaint: 19340405

I am rejecting this response because:
I was not informed of this policy at the time of the rental. I signed the rental agreement and it appeared to be a standard agreement. I rented a car a few years ago ******** from another company and did not have this issue. Hertz must make its customers aware that this penalty is included in the small print of the 2 pages of the agreement. I was tired when I arrived at the rental booth and was never informed of this fact, or that I had an option to pay in advance for tickets received. I learned of this when doing research on my tickets. This is unfair and exploitive.
Sincerely,

****** ****
Business Response
Date: 02/13/2023
Complaint ID ********
********************** RESID K25601442EO

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

I sincerely apologize for the inconvenience;however, a copy of your rental agreement is given to you at the location with the keys to your rental. If the customer has questions about the charges or his/her rental agreement, they should ask the counter agents before leaving the lot.

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. The decision is final and further requests to revisit this matter will not be considered as we find the matter fully addressed and closed.
Customer Answer
Date: 02/16/2023

Complaint: 19340405

I am rejecting this response because:
I have rented cars many times over my 65 plus years, in both ***************** and overseas. This sentence was sipped into the standard rental agreement deceptively. It was in small print and I did not read every word of what I assumed was a standard rental agreement. As you know, when I paid the fines I was charged an administrative fee for paying online. I believe to charge me additional fees for providing my email address to the infraction bureau is an unfair business practice. I would never have agreed to these terms had I been made aware of them during my rental agreement. When I booked and paid for half the rental in advance, these terms were not mentioned to me as well as when I went to pick up the vehicle.
Sincerely,

****** ****
Initial Complaint
Date:02/08/2023
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 recently received an email from Hertz Rent-a-Car thanking me for signing up with them with a coupon for my next car rental. I have NEVER rented a car from Hertz before. I reached out to Hertz to clarify why I was receiving this email and that I did not rent a car through them.Back in 2019, Hertz allowed someone to rent a car under my name, threatened me repeatedly, and telling me that they would report me to the police because the car was not returned. They did not listen to me telling them that I did not rent the car. They claimed that they have an ID on file but were unable to produce it. My **************** card was used and **************** took care of some of the issues with Hertz once I reported the charge fraudulent. I had to file a police report for stolen identity, forward it to Hertz, AmEx and Hertz STILL threatened me. They could not produce any evidence of me being anywhere near where they said that I had rented the car, while I have plenty of evidence from my workplace, GPS from my gym, and neighbors saying that I was in a completely different city. The issue was finally 'taken care of' and Hertz stopped threatening me. They did send me an email saying that I am banned from renting a car from Hertz. No problem from me seeing as how awful they were with handling this case of identity theft. All that being said, if Hertz rented a car out to someone AGAIN posing as me, they need to immediately tell me what is going on. I CANNOT deal with a multi-month battle with Hertz AGAIN. ESPECIALLY considering I was sent an email 'banning' me from Hertz. Therefore, they should not have rented to some con artist posing as me, if that is the case.I am seeking a monetary compensation for everything that they put me through in 2019 AND a resolution to whatever they are currently doing that caused an email to be sent to me again.
Business Response
Date: 02/10/2023
Complaint ID: ********
**************,

My sincere apologies regarding the mix-up with the email communication. This email was sent in error to some of our customers, however, I can confirm that you have not been signed up to receive promotional offers from Hertz and no rentals were located for you.
Customer Answer
Date: 02/10/2023

Complaint: 19340385

I am rejecting this response because: This answer is not satisfactory. I want a written and signed document that Hertz will not rent a car to anyone with my name. The document must state that if Hertz DOES rent to someone with my name, that Hertz is responsible for everything that happens with that car. Because I will never rent a car with Hertz (just as I have never rented from Hertz in the past) AND I am requesting that I am on the "do not rent" list, that I was informed I was already on. This is non-negotiable.
Hertz threatened me repeatedly for a car that I did not rent, and did not do their due diligence during that whole debacle. I am forced to pay a premium fee for credit monitoring and worry daily whether Hertz will try to create a fraudulent police report against me. The fact that Hertz had the gall to even keep my email around and somehow got it on a spam email speaks to Hertz's inability to keep up with their own records, just as they have in the past. The fact that I STILL have to worry about Hertz harassing me, making threats to me years later is absolutely awful.
Again, I am asking for monetary compensation for all that Hertz had put me through in 2019. Otherwise, I will be contacting a lawyer as others have had to do in the past. Hertz has made these same errors multiple times, reported people to the police and even caused people to be held at gunpoint by police because Hertz does not do their due diligence to verify identity, confirm where a car is, and keep appropriate records.
Sincerely,

*******************************
Business Response
Date: 02/15/2023
Complaint ***********

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

I regret the confusion regarding this matter. At Hertz, we aim to provide the highest level of service. I appreciate the time you have spent in reporting this to us.

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

Thank you for contacting us.
Customer Answer
Date: 02/15/2023

Complaint: 19340385

I am rejecting this response because: whomever is responding to this request has not been reading this complaint.
1) I am requesting that Hertz provide a written and signed letter indicating that they will not rent a car to anyone with my name (*******************************) and if Hertz DOES rent a car to someone named *******************************, that Hertz will be completely responsible for anything that occurs to that car.
2) I am requesting monetary compensation for all that Hertz put me through in 2019 including the threats, harassment, and persistence beyond me providing a police report about stolen identity and requesting that Hertz provide proof that they checked IDs.
I will be contacting a lawyer regarding this issue. I was hopeful that this issue would be taken care of without the use of lawyers but Hertz has clearly shown that they refuse to even properly read a complaint and respond appropriately.

Sincerely,

*******************************
Initial Complaint
Date:02/08/2023
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.
Hello, I rented a Hertz rental car vehicle from October 7 to October 9th l. When I checked in it was a sold-out night and nobody could walk in and get a vehicle, you had to have a reservation. When they pointed me to my vehicle I walked to it and opened up the car. When I opened the car I noticed a strong weed and smoke smell. I let the person who pointed the car out to me know about the smell. they came to the car stuck their head in and reacted saying "that's dank" he then said you Can either wait for another vehicle but I don't know when that's going to happen since it's a sold-out night. Or you can just tell the checkout person before You leave so they can note it. And that's what I did. I made sure I told the lady at the checkout. She said she wrote it on my yellow checkout slip. I had a copy and Hertz had one also. before I took the car back I noticed it was a marijuana ***** in the vehicle. Also when I returned the vehicle, there was no one outside for me to talk to so I can let them know again, nor on the inside. So what I did was left my checkout sheet in the glove compartment so they could have an extra copy saying that the vehicle smelled like marijuana before I got it. Now when I get my bill I'm seeing im being charged. and when I talk to customer service they say that the counter has proof and took pictures of ***, but that's from the previous owner, not me. ALSO, THE CHECKOUT SLIP THAT THEY HAVE RECORD OF THAT PROVES THE *** SMELLED LIKE MARIJUANA BEFORE I GOT IT JUST Disappears. Which is strange to me. The fact that I got a weed-smoke-smelling car is ridiculous. I just want my money back because I shouldn't have been charged. I had to Travel and be in LA for a personal matter so I had no choice but to take the vehicle. Every time I go to ***** I always go to Hertz to get this resolved and every time they give me the run-around. This is not right and unjust. I Heard the BBB can help with these matters so that's why I'm finally reaching out.
Business Response
Date: 02/09/2023

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

This is in response to ***********************. Thank you for allowing me to address your concerns regarding the rental completed in 2020 where you were charged for a cleaning fee related to smoke smell and debris.

We sincerely apologize for any misunderstanding regarding the detailing charge on your 2020 rental. As previously stated the Terms and Conditions notes that if the vehicle requires more than Hertz's standard cleaning on its return, Hertz may elect to charge the customer for the actual costs incurred to have the vehicle removed from service to be cleaned. The Cleaning Fee for this rental has been reviewed and considered correct as the location followed the proper procedure to validate the charge as previously advised.

We can certainly understand your concern with the charge; being that you stated it was to be notated and you were provided with a copy of the report that was made. Due to the length of time that has passed and your previous statement we are able to confirm that there is no notation on the account or record of the report you mentioned having once been provided. Considering this information, we must continue to respectfully decline your request for compensation as it is not warranted. Although we understand this may not be the outcome anticipated we ask that you understand our position as our decision remains unchanged in this matter.

At this time, your account remains restricted as there is an outstanding balance of $79.50 that was transferred to an outside collection agency. You may reach ********************************** by calling ************ at your earliest convenience to remit payment so that your privileges with us may be reinstated. Thank you again for contacting us as we take your concerns seriously.

Kind Regards,
Initial Complaint
Date:02/07/2023
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 **********,** location. While renting the license plate was stolen. They told that they didnt have another car to put me into so to go to the police and file a report and if the cops pulled me over before they put me into another car to just show the police report but they would notify me as soon as a vehicle came in. I called daily but there was never a car available. As soon as I was able to I returned the vehicle. When I received the paid bill for the rental, I also received a charge of $531.82 for unlimited tolls. I contacted hertz and told them that the license plate had been stolen and that I hadnt driven anywhere near tolls. They told me to contact the company that handles the tolls. They told me that it wasnt based on the license plate. It was based on a toll pass. There was no toll pass in the car that I rented. I contacted them again. I explained that someone had the pass and it wasnt me and that the pass was probably still being used by whoever stole it. I thought when they saw that it wasnt in the car and was still being used it would be evidence I didnt have it. Not once have I been contacted me about a missing toll pass. I told them the same and explained that someone at the location was knowingly using a pass and passing the cost on to unsuspecting customers. Hertz requested a copy of the police report which I provided. I contacted them at the end of December 2022 and its still not resolved. I explained to them that if it wasnt resolved I would contact your organization. And thar if you arent able to get it resolved I would have to take them to small claims court. I have been given the run around and continuously told to please be patient. I held up my end and provided them with the documentation they requested. And I have been ignored since then. I appreciate any help you are able to provide. Agreement # *********
Business Response
Date: 02/10/2023
Complaint ID: ********
RR#: 989812320

Thank you for contacting us. Please accept my sincere apology for any inconvenience you experienced. A review of our records indicates our Toll Processor determined there was an error with the toll billing and processed a refund today, 02/10/23 for the toll charges. They also indicated they emailed you to advise.
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:02/07/2023
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.
On 1/6/2023 I was driving my vehicle. I was at a stop light when a drunk driver ran into my vehicle which is now damaged and totaled. As a result, Statefarm made a reservation for me to pick up a rental at Hertz. Upon my arrival at hertz on 1/12/2023, the agent informed me that Statefarm has agreed to cover the cost of my rental and that I am responsible for paying the Insurance. I went on to tell him that it isn't fair that I wasn't the driver at fault and therefore should not be responsible for paying the insurance when I wasn't the one who caused the accident, however, since I had no vehicle to drive to and from work, I went ahead and took the rental and used my credit card for the insurance payment after hearing what the agent had just said.Approximately a week later I reached out to state farm regarding my damaged vehicle and during the conversation, I then as why am I responsible for paying the insurance on the rental they provided for me, at which time the state farm agent informed me that Collision Deductible waiver and insurance cost on the rented vehicle is covered. I reached out to hertz several times and was told that Hertz insurance is additional insurance which is optional and that the agent should have informed me. At no time during the pickup of the rental vehicle did the agent ever mention that the insurance was optional. I drove to the rental facility the following day and was told that the Manager wasn't in. I returned the following day at which time I was told by the Manager that he can give me a new rental contract to reflect the insurance coverage stated by state farm but cannot reverse the charges made to my credit card of $539.90. The attendant at Hertz Misled me into believing that I was responsible for paying the insurance and never mentioned it was optional, as a result, I would like to be reimbursed $539.90 minus the $52.45 fuel charge which leaves $487.45. Should you need any further documents please advise.Rental Record: H21131806
Business Response
Date: 02/08/2023
Complaint ID: ********
RR#: H21131806

Thank you for allowing us to review this matter and respond. I apologize for any misunderstanding regarding the optional charges accepted on your signed rental agreement. As we are unable to unable to substantiate a verbal conversation we rely on the signed rental agreement to verify your acceptance and understanding of your charges. Attached is the signed rental agreement and there is no other signed rental agreement for 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.
Customer Answer
Date: 02/08/2023

Complaint: 19344603

I am rejecting this response because: I am deeply sorry that I did not read the contract before signing it. I trusted the agent when I went to pick up the rental and he told me that statefarm agree to pay for the rental but not the Insurance. If the agent had told me that this was an additional Insurance I would never have agree to it. I thought I was just there to pick up a rental not expecting Hertz to include the optional information on the contract without letting me know of the options. I was already at a lost with my car totaled and I had no other means to get to and from work, I would never thought someone could be so deceitful. Sometimes you hear of these things happening and its only when it happens to you then you realized there are people like this out there. The agent misled me and I am truly disappointed because I have travelled to other states numerous times and have used Hertz and never experience such deception. This is truly a ****** learned and for future vehicle rental I know for a fact that I will never rent from Hertz. I pray that this never happen to someone else

Sincerely,

*****************************
Business Response
Date: 02/10/2023
Complaint ID: ********
RR#: H21131806
This correspondence is being sent in response to a query made by ******************************
While we understand our previous decision and response was not the desired outcome, we must advise that our decision is based on the documentation which shows the charges were accepted. As such, the benefit of the services was extended for the duration of your rental period and would have been honored had a loss or damage occurred to the vehicle. Thought he charges are valid, as a gesture of customer service we are processing a credit of 1/2 of the *** and the PAIPEC in the amount of $156.74. Though processed today, please allow up to 5-7 business days for the credit to show on your account.
Initial Complaint
Date:02/07/2023
Type:Customer Service 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 want to file a complaint against the HERTZ office in *************************, **********, *********.yesterday I went to pick up the car I earlier reserved for 2 coming weeks (booking number: K38718404B4). The agents treated me suspiciously and in an unfriendly way and refused to give the vehicle to me although I had all the needed documents with me. I felt very much discriminated against for I am a foreigner (Egyptian citizen) and my accent was different. They insisted not to serve me without telling me a valid reason. I had all the needed documents which are more than enough to get served with a vehicle rental and which I used several times for previous car rentals with other renting companies. I had my valid Egyptian driving license, my valid international driving license, in addition to a valid temporary license from ********* DMV. At the end, they asked me to leave without serving **** felt very much offended, and so much discriminated against. I am very much shocked by this experience which caused me big inconvenience and I hope you can help me!I have also filed a complaint through their hotline service. Case# ******** but they never responded.Please help me!
Business Response
Date: 02/16/2023
Complaint ID: ********
Res#: K38718404B4

We consider any complaint of possible discrimination to be a very serious matter. Hertz has a long-standing, very strict policy of non-discrimination and our employees are well aware that discrimination of any kind will not be tolerated. Your comments were forwarded to the Management team for our Alexandria, ** location for investigation and no evidence of discrimination was found. The local team has advised you did not present a temporary license and that no one asked you to leave. You stated to them you were going to rent with Avis. However, please be assured this matter will be reviewed with the employees involved to ensure proper customer service procedures are being followed.

Customer Answer
Date: 02/16/2023

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:02/06/2023
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.
We rented a car with Hertz for the dates of 1/29/23-2/5/23 using our Triple A discount. On the Hertz website it states that this includes "additional driver fee waived". When we added the driver at the Hertz counter upon pick we confirmed that this was a free addition which the representative confirmed. Upon return of the car we received a charge for $110.70 for the fee of an additional driver. I have contacted Hertz to resolve this but they disagree with the statement that is written on their website and will not refund the charge.
Business Response
Date: 02/09/2023
Complaint ID: ********
RR#: 140877564

In response to your query please be advised the additional driver fee is waived when the additional driver presents a AAA card in his/her name at the rental counter during the rental pick up process. Our records indicate there wasn't a AAA card provided by the additional driver.
I apologize for any misunderstanding and thank you for the opportunity to review and respond.
Customer Answer
Date: 02/09/2023

Complaint: 19343254

I am rejecting this response because:
Thank you for your response. The *** card attached to this email was presented at the time of check-in.

Sincerely,

*************************************
Business Response
Date: 02/10/2023
Complaint ID: ********
********************** RR#: 140877564
This correspondence is being sent in response to **************************************
Thank you for providing this documentation. With this in mind, we have processed a credit of the Additional Driver fee. The refund of $100.64 was processed today and will show on your billing statement within 5-7 business days. An updated invoice will be available for your review and record within ***** hours by visiting the Hertz website or mobile app.
Customer Answer
Date: 02/10/2023

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:02/06/2023
Type:Customer Service 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.
Date of Transaction: January 24, 2023 to January 27, 2023. Rental Record: H81860623 I have rented a Hertz vehicle through Classic Automotive Auto Body for the period noted above. I picked up and returned the rental vehicle at the body shop’s place of business at *** ********* **** ****** ** ***** ***** ********* I received a call on February 5, 2023 from Hertz vehicle control department that I have not returned the rental vehicle. Hertz is also charging me an extra day of rental even though I only have used the vehicle for 4 days.
Business Response
Date: 02/07/2023
Complaint ID: ********
RR#: *********

Thank you for contacting us. We forwarded your information to the management team for our Massachusetts area. They have advised they contacted you and they have now closed the rental. Attached is the rental receipt.
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: 02/07/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 19337828, and find that this resolution is satisfactory to me.

Sincerely,

***** *****

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