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:04/07/2023

  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 have been dealing with Hertz for a month due to a rental vehicle that I rented for a week. I rented the vehicle during 3/2/2023 to 3/10/2023, this vehicle was picked up at ******** ********** and driven to ******* **. The vehicle they gave me was faulty. The speakers were making a cracking noise, which I have a video if needed. I contacted them trying to get the on 3/4/2023 to get the vehicle exchanged and went to two different location but I kept being told that they didnt have any vehicles available. During the entire rental my husband and I had to put up with the noise the eight days and they never exchanged the vehicle. At the end of the rental I drop off the vehicle at the drop off address that I was given. On the address it does not state that it is a drop of location or a store, so I took a picture and video of the keys being dropped in the drop box. My credit card of file kept getting charges for an additional five days, which thank goodness actually hit my card but I had to keep messaging them and asking when they were going to stop charging me. After All this trouble I was also promised a small refund for putting up with the noise for eight days, two state, and several attempted charges on my card, but as of right now I still have not seen that small refund. I keep getting told that it will hit my account with in seven business days. Then when the seven business days pass I will message them again and then I get told that they have already issued the refund, so I asked for a transaction number or receipt so I can take it to my credit card company and again I am not given the information I need Im just told that I will get the same refund issued but again no confirmation number or receipt of the refund is provided. I have videos of the noise and of all the messages between myself and Hertz if they are needed. Thank you.

  Business Response

  Date: 04/14/2023

  Tell us why here...BBB CASE#: 19907514
  Hertz RES#: ***************************** correspondence is being sent in response to a query made by **************************
  
  I sincerely apologize for the inconvenience you experienced with the delay of your credit. However, I have issued a credit in the amount of $216.80 back to the credit card on your account.  I have expediated the process, please allow 5-7 business days for processing.
  
  Please know we take all customer concerns seriously.  Thank you for allowing me this opportunity to address your concerns.
  

  Customer Answer

  Date: 04/17/2023

   
  Complaint: 19907514
  
  I am rejecting this response because I have gotten this offer to many times and it has never gone through. Tried uploading the screen recording to prove it but kept getting an error message. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 05/23/2023

  Complaint ID: ********

  RR#: 156432603

   

  Please accept my sincere apology for any inconvenience caused. I can confirm the refund of $216.80 cleared our system on 05/16/23. Attached is the refund invoice for your records. 

• Initial Complaint

  Date:04/07/2023

  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 dec 5 22 I was in an accident with my PV, so on dec 16th I got a rental through hertz through my insurance, on that day I advised them that since my car was so new I had no idea how long I'd need the rental, but they advised me that could extend as long as I needed it, so up until Jan 31st my insurance paid most of it he rental, but that was the last day I would then be out of pocket which was fine, I told hertz of ******* ** that I needed it longer prior to the last day my insurance paid, they told me it was fine, on Feb 6th or a day around that, I talked to ******* hertz and they then told me how I would have to return the car and have my insurance put in for another, which didn't make sense, so I said let me call my insurance to see what they can do and I'll call back, I called State Farm and they advised me they can't do another rental even if it's out of pocket on the same claim, so I call back, no answer, they then closed so Monday as it was a Friday, I called them and again no answer, I went up there and the doors were locked and no one there, I then didn't hear anything again, on Feb 23rd someone came while I wasn't home and towed the rental with all my personal belongings. There's alot more before where I tried contacting and store doesn't answer, and when I call customer service I was told everytime that they couldn't do anything couldn't even take a payment that I had to deal with the store. But yet the store I actually only talked too 2 times In almost 3 months because they don't answer. I'm now receiving bills for way more than i should owe, with towing added and when I call about my stuff, ******* hertz lies and says the car isn't there that I need to call, billing and they tell me, that they can't give me any information, and give me the store number. I have tried and tried to resolve this and even before they decided to come tow it. I extended it and somehow there's no information saying so. I was my stuff and I don't think i should have to pay

  Business Response

  Date: 04/17/2023

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

  RR#H10440063

   

  Dear ***************************,
  
  Thank you for your inquiry concerning your lost items.  

  
  Under the Terms and conditions of the rental agreement.Hertz is not responsible for personal property left in our vehicles. However,we are always concerned when customers do leave behind and work diligently to reunite the items with the rightful owner. Our procedures require that when items are found, they must be brought to a manager for proper identification and attempted return to the customer.  Regrettably,I have reached out to that location and they are unable to locate your items.

  
  Go to Hertz.com. Scroll to the bottom of the screen and click Customer Support then choose Lost and Found. In the location search tab, type the location the item was lost, then click go.

  In the box that says Report a Lost item, click Report Now.Filled in the required fields(use the best contact information). Click next.Select the date the item was lost.

  In the Where lost field enter the vehicle number found at the bottom of your Rental records (ex.01398/1234567). Click on Icons that match your lost items, enter a detailed description, and include any information that will easily identify your item, and then click submit.

  You will be given a claim number, keep this number for your records. You will need it to check the status of the claim.

  If the item is found, the Lost and **************** will contact you with more information.

  Please wait until the Lost and **************** reaches out to you, as we will not be able to release the item to you before then.

  Regards,
  

  Customer Answer

  Date: 04/18/2023

   
  Complaint: 19907227
  
  I am rejecting this response because:

   

  the items weren't just simply left in the car. As I stated o had so many issues with ******* hertz it's disgust me. And you guys just let your employees treat customers how ever the heck they want  you took my rental privileges from me because your store didn't do I the job they are supposed too  I had ********************************* the rental along with a lot of cleaning stuff and so much more  but it's just gone  I think you should have to replace everything  I have the key to the car and floor Mats but ******* hertz is gun a ruin you more because they are doing the same things that cost you alot of money in that law suit  I think the best thing would be to have the owner of hertz or vice president call me, 

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

  Business Response

  Date: 04/19/2023

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

  RR- H10440063

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

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

  
  Under the Terms and conditions of the rental agreement.Hertz is not responsible for personal property left in our vehicles. However,we are always concerned when customers do leave behind and work diligently to reunite the items with the rightful owner. Our procedures require that when items are found, they must be brought to a manager for proper identification and attempted return to the customer.  Regrettably, the location has confirmed that they were unable to locate your lost items.

  I apologize for the inconvenience this has caused you. Please know that we take all customer concerns seriously. 

  Regards,

• Initial Complaint

  Date:04/06/2023

  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.

  This grievance regards the treatment provided personnel at the *** airport rental site at ***************************************************************************** on April 4, 2023 at approximately 10:30 pm. On arrival, we formed a line inside, only to find that there was no one at the counter in the office, either. After 15 minutes, someone collected the gold members to process their rentals. When I asked this man who was going to attend to the remaining renters, he pointed me to a cubicle where the manager, *****, had been sitting enclosed, doing nothing. I was reasonably annoyed that the one employee who was in the office had chosen to remain enclosed and ignore the long line of customers. He immediately threatened me with not honoring the reservation if I had an attitude. ***** then gave me my paperwork for rental contract ********* and pointed me out the door with no further instructions. We couldn't find any attendants there to assist us in getting our rental car and I was hesitant to return to ask ***** after he had been threatening. At that point, I went over to the Gold members booth where an agent (wouldnt provide name and also threatened not to provide a rental vehicle, despite having a contract) outright refused to assist us. I was able to find an attendant, *** who agreed to assist us, but the man booth actually came out to instruct not to help us. She ignored him and took my paperwork to speak with *****, who claimed to have told us how to find our rental, when in truth all he had done was to point us to a door. *** took us to the car ***** assigned to us, finding that it with a note saying that there were no keys available. *** got us set up and settled into a different car, which included an upgrade, as she herself recognized how terribly we had been treated. I feel that I am due an apology and a discount for our rental in light of the experience we had.

  Business Response

  Date: 04/10/2023

  This is in response to complaint $19904361

   

  Dear *********************,
  
  I sincerely regret your recent experience with Hertz ************* and that we 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. 
  
  Regrettably, we are unable to resolve this matter currently,as our records indicate the vehicle is still on rental.  To ensure this issue is resolved, we suggest that you ask to speak with the manager on duty when the vehicle is returned. 

  However, if you are unable to resolve this matter, please contact our office and we will thoroughly research the matter for you.  

  Regards,

  Customer Answer

  Date: 04/10/2023

   
  Complaint: 19904361
  
  I am rejecting this response because:
  Referring me back to have to discuss this complaint with possibly the very same manager who was rude, threatening and unhelpful defeats the purpose of submitting a complaint to a company that should be the responsible party to resolve and reprimand both the manager in question,  *****,  as well as the man described as attending the gold members booth who intervened in something that did not involve him.  What kind of customer service is that,  when you refer me back for possibly more abuse?  Someone needs to answer for the threats I received,  and I have no desire to interact in any way with either of these men.

  I would like the name of the manager to whom you are referring me, as well as the guarantee that they are aware of the issue and prepared to resolve it.   I want assurance that I will not have to speak with these Hertz staff people ever again. 

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

  Business Response

  Date: 04/12/2023

  This is regarding complaint#********

  RR- 174108852

   

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

  Please accept my apologies on behalf of Hertz. There is never a reason for an employee to be unprofessional. I can assure you that our ***************** Team has been made aware of your comments for internal review of your concerns as we take them seriously misunderstanding and any inconvenience we may have caused. I hope you give us the opportunity to serve you again so that we can regain your complete confidence in Hertz. Do not hesitate to raise future concerns to us directly.

  Our records show that a credit in the amount of $84.24 for two rental days today. Please allow 5-7 business days for processing.

  Regards,
  

  Customer Answer

  Date: 04/13/2023

   
  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:04/06/2023

  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.

  I reserved a vehicle through my business third party travel agent for February 10, 2023, to be picked up at ****** Int'l Airport. However, my travel plans changed last minute and I never picked up the vehicle. For whatever reason, someone at Hertz opened the contract, as though i picked up the vehicle, even though I did not. Now, for the past 2 months I have been harassed by Hertz by text, email, and by mail - 2 letters, one dated Feb 16, the other Feb 27 - to return the vehicle. I contacted Hertz each time I received each of these communications, attempting to resolve the issue. Each time they told me they'd contact the location and get the matter closed. Obviously, this did not happen. By the 4th communication, the person assured me she would have an affidavit drawn up and sent to me to sign, stating what happened, and upon return to them, the matter would be closed. However, the affidavit never arrived. This was about 5 weeks ago. Today I received a letter permanently suspending my Gold #1 Club membership because I "failed to respond to vehicle overdue notices, or have been unable to provide an excusable reason for not returning a vehicle, resulting in having to repossess the overdue vehicle." Once again, I never, ever possessed the vehicle to begin with. The only thing I'm guilty of in this entire drama is reserving a vehicle and not picking it up.

  Business Response

  Date: 04/10/2023

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

   

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

  
  Thank you for contacting us. I apologize for the delay in responding.

  
  I'm very sorry for the issues you faced with your loyalty profile. Based on the information provided. Our records show that you were billed incorrectly.

  
  Upon receiving your email, I immediately contacted our Suspensions team regarding this matter. I can confirm your rental privileges have been reinstated and your Gold account is restored.

  
  We regret any inconvenience this has caused you. Thank you for allowing me to review and address your concerns, we truly value you as a Loyal Gold member.
  
  Regards,
  
  
  

  Customer Answer

  Date: 04/10/2023

   
  Complaint: 19904286
  
  I am rejecting this response because: Restoring my loyalty account is only the tip of the iceberg. I spent countless hours on the phone, waiting on hold, speaking to inept personnel, writing emails, all the while being HARASSED by your company for not returning a car I NEVER RENTED in the first place. I expect to be compensated for my time. Whether that's a credit, free rental, whatever, I expect some sort of compensation. Not only did you waste my time, you insulted my integrity as a business professional and a human being. This has been lot more than just an "inconvenience".
  
  Sincerely,
  
  *************************

  Business Response

  Date: 04/17/2023

  This is a response to complaint # ********

  RR-

   

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

  
  Thank you for reaching out to us.

  
  I want to take this time and apologize for the confusion in this matter and for any inconvenience you have experienced and regret any misunderstanding regarding the rental that was generated. We always strive to provide the best service possible and truly value your business.

  
  As a gesture of goodwill, I added **** points to your Hertz Loyalty Account, which you can use for a free 2-day rental.

  
  Please accept my sincere apology and rest assured that we are taking internal measures to prevent this from happening in the future. 
  
  Regards,
  

  Customer Answer

  Date: 04/17/2023

   
  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:04/06/2023

  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.

  My first issue is on a reservation for my birthday. March 10 , 2023 rental agreement ********. I purchased the insurance for **** per day. I had the car for 3 days. I signed my contract and he switched out cars after I signed my contract. I brought the car back and noticed extra charges. He said when he switch cars he forgot to put the same insurance **** on the new car and instead he charged me ***** per day for insurance. He also charged me gas for a car I filled up. He issued the refunds and said it would take 8 to 14 business days but they are backed up with only 10 billing employees. This is the 20 th business day and nothing. Ok. I needed another car on March 31 2023. Confirmation *********** I paid Priceline upfront. I returned the car on time on a Sunday and put the key in the dropbox These idiots charged me the deposit and for the rental. I advised him I already paid and the money came out of my account. He said 48 hour release of all my money. I have not gotten a dime this is now past 72 hours. I want my money for both transactions now!!!!! I will never rent here again. This has been a nightmare.

  Business Response

  Date: 04/07/2023

  Complaint ID: ********

  RR#'s: ********* and *********

   

  Thank you for contacting us. Please accept my sincere apology for the billing dispute related to the *** cost and fuel charge on RR *********. I have adjusted the charges and issued a refund of $97.94 to your credit card. Please allow up to 7 business days for the refund to post to your account. 

  In regards to RR ********* (see attached), please be advised the rental was returned after hours on 04/02/23. When the location opened on 04/03/23 they closed the rental. Our system releases the authorization from the credit card within 24 hours of the rental being closed, however it can take up to 7 days for the monies to show in your available balance. 

  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: 04/10/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:04/06/2023

  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.

  March 10-April 1, 2023.My insurance company, Amica, arranged for me to have a rental car while my vehicle was being repaired. They negotiated a rate of approximately $40/day for up to 30 days. Hertz was to ************** directly, and ***** would pay them.On March 1, 2023, I went to the Hertz dealership. I told them my insurance company had reserved a car for me, and I picked up the car. At the Hertz desk, they acknowledged the reservation from Amica. The next day, Hertz called, said I had a reservation arranged by my insurance company, and asked when I would pick up the car. I told the person on the phone that I had already picked up the car and was driving the car. She seemed confused and said their computer showed that I had not picked up the car. I suggested that perhaps they had a duplicate reservation. She acknowledged this and ended the call. After about 2 weeks, Hertz began charging me approximately $73 daily, on my credit card. I called Hertz and asked why they were charging me when my insurance company was paying. They were confused about the rental and said it was overdue. I explained that my rental was for up to 30 days. They said not to worry, and they would straighten it out when I returned the car. I told them that they could not use my credit card. I returned the car on April 1`. The person at the desk said they had no record of ***** renting the car for me. I told them they could not charge me for the rental. The contract was between Hertz and Amica. She indicated the manager was not in over the weekend, and she could not fix the problem with the contract. I repeated that Hertz did not have permission to charge my credit card. The next day, my card was charged over $1300. A total of about $1900 in charges were made on my card. I notified my credit card issuer that the card was being used without my permission. They issued me a new card and said the charges would be contested, but it might take a few weeks to resolve.

  Business Response

  Date: 04/07/2023

  Complaint ID: ********

  RR#: 160450452

   

  Thank you for contacting us. I apologize for any misunderstanding regarding your rental charges. A review of our records indicates the rental was to be paid directly by you as there is no 3rd party billing information on the rental agreement. Attached is your signed rental agreement and final receipt. I would recommend speaking with your insurance company for reimbursement of the amount you paid to Hertz.

  Customer Answer

  Date: 04/10/2023

   
  Complaint: 19902396
  
  I am rejecting this response because:

  My complaint is that this so-called rental agreement was fabricated by Hertz and the original agreement discarded.  I suspect that the original agreement is in Hertzs computer system. The document provided by Hertz is not the original agreement. Hertz has told me they have two different systems for regular rentals and insurance replacements. I think Hertz probably has the original documentation. 
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 04/17/2023

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

  RR- *********

   

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

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

  
  Our records show -RR ********* was picked up from March 10th to March April 1st, 2023. Attached is a copy of the rental agreement. Do you have a different additional rental agreement so that we can review it? We have reviewed the charges and they are correct. Attached is a copy of the (SRA)Signed Rental Agreement.

  
  Please know that we take all customer concerns seriously.

  
  Regards,

• Initial Complaint

  Date:04/06/2023

  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.

  Cancellation Number *********** I ordered a rental car on March 29, 2023 and unfortunately had to cancel the reservation within 24 hours out of health reasons. The order confirmation clearly stated under the Cancellation Rules that there are no charges assessed for a cancellation within 24 hours of booking. I noticed, that my credit card was charged on 3/30/2023 an $52.69 for "Travel" without any further explanation. The original rental charge of $251.29 and was credited back to my credit card account. I tried to contact Hertz Rental by phone and was twice disconnected. I then tried the chat line and again nothing happened. According to the BBB suggestions, I emailed Hertz ************************** twice and again there was no resolution. I expect that the unauthorized additional charge of $52.69. will be credited back to my account

  Customer Answer

  Date: 04/10/2023

  
  

  Please close this complaint. It was resolved.

  
  

• Initial Complaint

  Date:04/06/2023

  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.

  2/13/23 I rented a car through hotwire.com from Hertz in ************** rental record number122806681 until 2/27/23 and was charged **** I get my bill and statement and Hertz has took in ***** off my credit card I called sent them my bank statement and it still hasn't been resolved yet today I get a call from my credit card company saying that Hertz has taken $68.88 on April 3rd 2023 and I'm not understanding why they keep taking money off my card when I don't even have a rental as of February 27th 2023

  Business Response

  Date: 04/07/2023

  Complaint ID: ********

  RR#: 122806681

   

  I apologize for any misunderstanding regarding your charges. A review of our records indicates the total charge for your rental period was $3,382.05. The additional charge of $68.88 is due to toll charges incurred during your rental. Attached is your 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: 04/10/2023

   
  Complaint: 19901933
  
  I am rejecting this response because:

  I have a receipt for when I rented the car in February 13 before my birthday.

  Also I have my own ez pass with the receipt of tolls for the month of February and March. All are attached
  
  Sincerely,
  
  *************************

  Business Response

  Date: 04/17/2023

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

  RR- *********

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

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

  
  According to our records, it shows that the vehicle was returned on February 26th. However, based on the notes in the rental agreement ********* the return date was February 25th. I have issued a credit for $134.23 for the additional days, plus taxes and fees for the extra day.

  
  We would refer you to please contact Plate Pass at ************ for further assistance as we do not have access to their billing system.  Our partnership with PlatePass was designed as an added convenience for busy travelers who may not have time to stop and pay a toll or carry their toll pass with them on trips. As I am sure you are aware as well,several states are now going to cashless tolls, so without a toll program in place to assist customers with paying the toll, they could be faced with a more expensive proposition in paying a toll violation. Under the terms and conditions on page 4 of the Signed Rental Agreement, an administration fee will be applied for each toll traveled during your rental period therefore the charges are valid, and a refund is not possible.

  
  Regards,

• Initial Complaint

  Date:04/06/2023

  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.

  Our company has used Hertz as their preferred vehicle rental company for 25 years. Recently we decided to move away from renting gas powered vehicles and only rent electric. The charges overall are competitive, but the charge for electric usage was outrageous and poorly profit driven with out notice or verbal agreement. At *** airport, recharging the vehicle is difficult and nor is their an ************* (or one offered) to charge the car. I drove it 40 miles and was charged $35.00. A gas powered vehicle would have cost me under $10. I felt the company took advantage of my company, charged what they wanted, never disclosed what their policy was, and in the end likely lost our long business relationship. My expectation is a reimbursement for the amount charged and revision on how they inform their customers about these kinds of charges. If I have not heard back from Hertz in 60 days, we will move our business . - *********************, *************** ********** ***

  Business Response

  Date: 04/07/2023

  Complaint ID: ********

  RR#: 173570025

   

  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 where improvements are needed. Please be assured your comments will be shared with the appropriate Hertz management.

  In the interest of customer service I have issued a refund for the charging fee in the amount of $40.60. Please allow up to 7 business days for the refund to post to your account. 

• Initial Complaint

  Date:04/06/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My rental record is ********* under the name ******************* Case number: ********* I have not been able to contact this location regarding my case from a few months ago. When I rented a car back in November, it broke down on the highway in the middle of nowhere in ******* on 11/24/2022 and it was Thanksgiving so Roadside Assistance was not able to send anyone to pick us up. After hours of waiting, we were advised to call the police to have them take us to the nearest rest stop where we took a Lyft to the nearest Hertz location in ********* Airport to get a replacement car. When we went back to ********* to drop off the rental on 11/28/2022, we asked for a refund for the day that the car had broken down but the manager that night told us we could not get a refund because it was already paid for so he told us we would get a 3 day credit for the next time we rented from Hertz. Now they are saying there is no record of this and unfortunately I did not write the managers name down but this happened on 11/28/2022 at around 8 or 9 pm that night. For weeks I have been trying to contact them and no one ever picks up, or responds to my emails.

  Business Response

  Date: 04/06/2023

  This is a response to complaint #********

   

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

   

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

  I apologize for the condition of the rental you received; this is concerning to us as well due to the high standards of cleanliness we stand by as a brand.  All Hertz vehicles are to be properly cleaned, serviced, and in good mechanical condition before being released for rental.  We always want to provide quality vehicles to our customers and certainly appreciate you letting us know about your experience. 

  Upon review of our records a credit in the amount of $70.90 was processed on December 12th 2022.Please know that we take all customer concerns seriously.

   

  Regards,