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

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  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 Corporation

  2300 N Airport Blvd Springfield, MO 65802-7536

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  Hertz

  Ontario International Airport Ontario, CA 91761

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:04/06/2023

  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 scheduled a rental through Uber and when I went to pick up my car, the woman at the counter would not allow me to opt out of rental insurance. I tried telling her I didnt want it and she told me that I had to select an option. We went back and forth for a few minutes and she wouldnt budge. I did not have time to argue with her so I told her the lowest version and sought out to contact customer service to have the insurance removed. They were completely unhelpful. I want a full refund the cost of insurance and for the store agents to be coached not to refuse no insurance since most credit cards offer rental protection.

  Business Response

  Date: 04/10/2023

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

   

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

  
  Thank you for reaching out to us. I regret the misunderstanding regarding (LDW) Loss Damage Waiver billed to your rental agreement 173933583.

  I have reviewed the rental charges and a credit of $26.99 was processed on April 4th.
  

  Please allow 5-7 business days. Thank you for giving us the opportunity to review this. We value your business and hope we will be able to serve you in the future. 

  Regards,

• Initial Complaint

  Date:04/05/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been renting a Tesla from Hertz to Uber for a year now. On March 31, 2023 I rented another Tesla. My rental record is *********. The very next day the car I rented was no longer on the Uber app as eligible vehicles to pick up in. The registration on the Tesla had expired. The expiration fell on a Saturday and the Hertz location was closed on weekends. I went back to the location and was told that the manager would have to upload the document and would have it straightened out by the days end. Nope. Wrong. So I go back down there the very next day. I get there at 9:30 am. I wait 3 hours for them to call me to the back, only to tell me the same thing they did yesterday. So I had this inclination that it would not get resolved as long as I had the car in my possession, and so I returned it. However, upon looking at my receipt, they charged me $517 as if I had the car for the entire week. How are you going to charge for a service you FAILED TO PROVIDE. The service being provide rentals for Uber. The car was not able to be used on the platform. This location is ghetto, and their employees routinely use unethical and deceptive tactics to exploit minorities.

  Business Response

  Date: 04/10/2023

  Complaint ID: ********

  RR#: 171548366

  
  Please accept my sincere apology for the problems you encountered with your rental which prevented you from using it as intended for Uber. Your feedback was shared with the appropriate management for corrective action/training. Based on your experience I have issued a full refund of $517.62 to your credit card. Please allow up to 7 days for the refund to post to your account. 

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

  Customer Answer

  Date: 10/13/2023

   
  Complaint: 19898501
  
  I am rejecting this response because:
  

  I am referencing rental agreement #*********. On June 2nd, I rented a Tesla from the Hertz located at ******************************** ************, ** *****. I then RETURNED it in the SAME condition on June 30th. My cc was charged $388.08 on 6/12, and then again $815.56 on 7/3. Clearly, I was paying weekly for the rental. However, my credit card was just charged $776.16 on October 5th. I would like to know the origin of these additional charges. In addition, I am unable to view the rental record online. The link in the rental agreement doesn't work.

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

  Business Response

  Date: 10/16/2023

  BBB Case number: 19898501
  Res ID or RA #: *********
  
  This is in response to *************************, 

  A copy of the rental invoices for your **** **** rental are attached. In review of our records, you were billed the following: 

  $388.08 billed on **** 9 for **** 2-9

  $815.56  billed on **** 30 for **** *****, however, this cost only included the rate for one week and EV Charges during the full rental period

  $776.16 billed on October 4 for the missed billing weeks of **** 9-**** 15 and **** 23-30

  Thank you for giving me the opportunity to review this matter.  We value your business and hope that we will be able to serve you in the future.  

  Note: The additional charge of $776.16 for the missing weeks, was applied as a miscellaneous charge on the original **** 30 invoice so reflects both the charges of $815.56 and $776.16. 

  Thank you for giving me the opportunity to review this matter.  We value your business and hope that we will be able to serve you in the future.  
  
  
  

   

  Customer Answer

  Date: 10/17/2023

   
  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:04/04/2023

  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.

  On Sunday, March 26, 2023, I arrived at the ******************** at approximately 5:30pm with my two daughters. This was our first time in ************ and we were there for a short trip during their spring break. I had reserved a car with Thrifty Car Rental (reservation # ***********) using my discount as a AAA member. We had no checked bags so we headed straight to the Thrifty counter in the airport after a quick stop at the restroom. We discovered that the Thrifty counter was closed and there was a sign instructing us to the Hertz counter instead. We found an extremely long line (at least 40 people) with one person working at the counter. It was so long I actually took a photo and sent it to my husband, who wasnt able to make the trip with us. I was hoping that at least the line might move quickly, but we soon discovered that was definitely not the case. We ended up waiting in this line for over two hours; during that time, two additional employees came and went from the Hertz counter. At no time did any employee ever address those of us in line to give us any idea of what was going on (short-staffed? Not enough cars? Who knows?), to apologize for the situation, or to give us any idea of a time frame or what to expect. I found this to be poor customer service, but I also figured the situation was most likely out of the employees control and we just had to suffer through it, get our car, and be on our way. At one point, one of the employees asked that anyone in the line who wasnt the person named on the reservation move out of the line because this would make the line move faster. Those of us in the line looked at each other in bewilderment, because obviously this was not true; having our friends or family members with us move out of the line would make the line shorter, true, but it would still be the same number of reservations that needed to be handled and therefore not any faster. Not surprisingly, absolutely no one followed this request; if we had to wait in a line for over two hours, while being given no information on the situation, we at least wanted to have our family or friends with us to talk to as we waited. At about the two-hour ***** this same employee called out for people at the end of our line to move over to a second (now much shorter) line which, up to that point, had been for Gold member customers only. There were immediate protests from many customers in our line; if this employee was now going to be helping non-Gold member customers, why not just pull from our line, keeping us in the order we had been in for two hours at that point? This would have made much more sense and taken the same amount of time for the employees. A tall gentleman several parties in front of me in the line yelled out complaining to the employee about this decision, telling him to stop the comedy routine and do his job. I did not say anything at this point, hoping that the employees were planning on doing the right thing and once finished with the Gold member customers, would wait on those who had been in the line the longest. Unfortunately, as things progressed, it began to appear that this was not going to be the case, as the employee who had moved people into the second line was helping only customers from that line. I decided that once people who I knew for sure had been at a minimum several parties behind me in the original line reached the front of the second line, I would say something. My hope was that the employees would realize their error and choose to help those who had been waiting the longest first, once they realized the situation. When this moment arrived, I stepped up to the counter; I did not want to rudely yell from the line so I stepped up in an attempt to have a face-to-face conversation.Once at the counter I said something along the lines of, No, no, no there are six of us in this line who have been waiting longer than the people you had move over to the second line At least thats what I tried to say, but I was not allowed to even get a full sentence out before the employees started barking orders at me to get back in line and threatening to call security, ignoring everything I was saying. Multiple other customers in my line were loudly voicing their agreement with what I was trying to say. I continued trying to explain the situation and what I was unhappy about; at no point was I yelling, being abusive or personally attacking in any way, just trying to get the employees to understand and do the right thing. We had all been in line over two hours at this point; no one wanted to wait even longer than they rightly should. The employee at the other end of the counter, the one who had been there the whole time (who I would come to learn was ******************* and was the manager) called out asking if I had a reservation. I said yes and he asked under what name; when I told him ***** he said I am cancelling your reservation. Honestly things are a bit of a blur at this point; I was so shocked and dismayed that he would threaten such an action. I was in a city Ive never been to before, with just my two daughters, and I had already patiently waited in line over two hours. I know at some point around this time I got back in line with my younger daughter (there were two parties in front of us now), not believing he could or would actually cancel my reservation because I had tried to get them to wait on us in the correct order. At this point, employee number three (the one I had tried to talk to, who had moved people from the main line to the one he was serving) made a loud comment: Who should I call up next so there will be no crying? This was clearly a thinly veiled and sexist reference to me (although there were certainly no tears on my part), and he continued to serve customers from the line he had had them move to. When I got to the front I explained to **************** that I have Type 1 diabetes, I should have eaten dinner a while ago at this point; we needed the car to be able to stop at a grocery store to stock up our Airbnb for the next couple of days, not to mention to participate in all of the activities we were planning to do. Not once was there any response from any of the three Hertz employees about the issue I had tried to raise or my need for a rental car. He said he had cancelled my reservation and he was going to call security if I did not leave. No security ever appeared (Im assuming they had more important things to deal with) but a gentleman who said he worked for the airport did. He was very polite and professional; he explained that if *******************, the employee who had cancelled my reservation (and turned out to be the manager) refused to rent to me he could not make him. He gathered my information and said he would be following up with Hertz; as of today, Tuesday, April 4th, I have not heard from him. Unfortunately I was flustered enough at this point and just trying to figure out what to do that I did not get his name or contact info. He said I could see about getting a rental car from the one other counter open at the airport, and he mentioned that there was also an Enterprise location outside of the airport. I went to the only other rental counter open and learned the only vehicle they had available was a pickup truck at triple the price of my Hertz reservation, which I declined. Multiple other customers came up to me as I tried to figure out what to do, saying I had been right and they agreed with me; one man, who had been in line directly behind us with his family, gave me his email address and said he would back me up if needed. It turns out he is an attorney.Not having the rental car we had been planning on, my daughters and I were forced to take a Lyft to our Airbnb, another Lyft to get dinner, and another to return home. The next morning I was lucky to secure a rental through Enterprise, at a higher cost than my original Thrifty reservation, and I had to take yet another Lyft to Enterprise in order to pick it up. Happily it was an exceedingly smooth and fast experience with Enterprise all around. But all of this was additional expense we had not been counting on during this trip, and also took up precious time in our already short trip (we were only there for three nights), meaning we had to cancel some of our plans in order to deal with all of this; it was also extremely stressful. This is literally the worst experience with a business I have had in my life, and the first time, at age 52, I have ever been threatened with security being called on me. I did not deserve this treatment, it was out of bounds, and it was telling that I, the only woman with daughters in the line, had my reservation cancelled while the man who loudly complained (including personal attacks, which I did not do), for instance, was allowed to rent his car. I have sent this complaint to Hertz, AAA, and the ********************. I expect Hertz to reimburse me for the additional costs I incurred, as well as for the time and stress of having to deal with this situation which was of their own making. Hertz clearly needs additional training for its employees regarding customer service and rudimentary line/logistics management, as no one working there (which I was shocked included the manager) knew how to handle the situation. In addition, ******************* was wearing an employee badge that stated it expired 1/6/23 (I have a photo); I am not sure what this means but seems to be yet one more example of shoddy business practices. I hope for the sake of future customers these issues are addressed.

  Business Response

  Date: 04/06/2023

  This is in response to case# ********

   

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

   

  Please accept my deepest apologies on behalf of the Hertz Executive team for the inconvenience this has caused you and you travel plans. Upon reading your email I reached out to the General Manager over the ************ location to investigate this matter . Please provided us with a copy of the Enterprise rental agreement along with the cab receipt. Upon receipt we will review and respond.

  Again, I apologize for the way you were treated at the location.

   

  regards

  Customer Answer

  Date: 04/06/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, they have not yet proposed a resolution but did request additional information (receipts), which I have attached. I cannot state I am satisfied with their response until I hear what they propose, but I do appreciate the prompt reply.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:04/04/2023

  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 for a one way trip that was about 5 hours long. I requested a vehicle with cruise control as most of the drive was freeway and was given one without (it was also poorly cleaned). I was not told about any fees for hair left by my service dog when I left the Chesterfield, ** office, and when I returned it in *************, ** they said they would charge me $400 for a very minimal amount of hair that was left from a "pet." I had covered the seat to protect from hair and it slipped leaving some hair behind. I explained to them that she is a service dog, not a pet, and they cannot legally charge me for any "pet fees." Additionally, I had the damage coverage which states it includes "stains, rips, etc" for the interior, but they said it doesn't apply. I was treated disrespectfully by the staff including the manager. I was the only white person in the building and they were racist against me but friendly to all the other black people. I offered to take it out back to their cleaning area and vacuum it and they refused. The manager was right there when the guy said "I can't waive the fee only the manager" at which point she refused to even look at me. The *************, ** location needs training on simple customer service. When I called the corporate customer service they said they have to email the branch and ask the manager for a refund. If she didn't give it to me in person, she won't because of an email.Confirmation: K4491327670

  Business Response

  Date: 04/06/2023

  Complaint ID: ********

  RR#: *********

   

  Please accept my sincere apology for the condition of the vehicle you provided. I am especially concerned you believe you were treated in a discriminatory manner/this matter was racially motivated.  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.  Please rest assured your comments will be shared with the appropriate management for immediate corrective action. 

  In regards to the cleaning fee, please be advised the location can charge a cleaning fee for a service animal when there is animal hair left in the vehicle due to allergies. However, in the interest of customer service I have issued a refund of $125.00 to your credit card. Please allow up to 7 business days for the refund to post to your account. 

  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: 04/06/2023

  
  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:04/04/2023

  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.

  Dear BBB,I am writing to dispute a charge for Hertz / PlatePass all-inclusive tolling. On March 11, 2023, I rented a car from Hertz and returned it on March 18, 2023. Despite declining the all-inclusive toll usage fee at the rental center, I was charged for the amount of $167.94 (8 days @ 27.99/day) because the transponder device was allegedly activated. However, I did not activate the transponder myself, nor was I informed that leaving it open would result in automatic enrollment in the all-inclusive package. I have contacted Hertz via email to dispute the charge, but they have not understood my concerns.The tolls I incurred were far less than the all-inclusive fee of $167.94. I have enclosed a copy of the PlatePass invoice for your review.I request that Hertz refund the all-inclusive fee to my credit card, less the amount of the tolls I actually incurred. I believe that charging customers for a service they did not agree to and did not use is unacceptable, and I would appreciate your assistance in resolving this dispute.Thank you for your time and attention to this matter.

  Business Response

  Date: 04/06/2023

  Complaint ID: ********

  RR#: *********

   

  Thank you for contacting us. Please accept my apology for any misunderstanding regarding the toll charges from PlatePass. Per the rental terms and conditions you were charged the opt in rate for PlatePass All Inclusive when the transponder device was activated in the vehicle. As a gesture of goodwill I have advised PlatePass to adjust your charges to reflect to opt out rate. This will provide a refund of $57.53 to your credit card. Please allow up to 10 business days for the refund to post to your account. 

  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. 

  Business Response

  Date: 04/06/2023

  Complaint ID: ********

  RR#: *********

   

  Thank you for contacting us. Please accept my apology for any misunderstanding regarding the toll charges from PlatePass. Per the rental terms and conditions you were charged the opt in rate for PlatePass All Inclusive when the transponder device was activated in the vehicle. As a gesture of goodwill I have advised PlatePass to adjust your charges to reflect to opt out rate. This will provide a refund of $57.53 to your credit card. Please allow up to 10 business days for the refund to post to your account. 

  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: 04/09/2023

  
  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:04/04/2023

  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.

  Rental dates: 03/22/2023 to 3/30/2023 Location: HERTZ Car Rental *********** Total charges: $870.57 I arrived at the rental location to pick up the vehicle at around 11:30 am. Only two employees were working at the counter. There was a line of about 30 or more costumers waiting to be helped. After waiting in line for about 1 hour, I was told to go to the "Gold Members" counter which was outside. Once I got to this other line, I noticed there was only 1 employee at this counter. I waited for another 45 minutes to be helped. Once I reached the counter, the employee on duty was eating peanuts. He asked me for my ID and credit card. He grabbed my cards without washing or sanitizing his hands. I found this to be unprofessional and a safety hazard. The employee's name was *****. He told me he had to authorize my credit card for a $260 hold even though I had already prepaid ("voucher" as show in final receipt) for the reservation. I asked him why, he rudely told me that it was my fault that I prepaid and to call an 800 number. He didn't care to explain. I asked for a supervisor and she explained the hold was for collaterals. I called my credit card company to authorize it so I had to get out of the line again. When I got back to the counter, another employee finished the paperwork and pointed at a lot and told me "your car is over there", no other explanation. I walked to the lot and the car I rented was not there. I waited for someone to help me. I waited for a car to be returned and washed for me. When I finally got the car. I had to wait for about 30 minutes to get out of the lot to get checked out. I spent a little over 4 hours to get the rental. Because of this, I left at rush hour traffic and missed a whole day of my planned activities. I had non refundable tickets to an event that I missed on because of this delay. Accommodation fees and other charges were lost. Their poor management of this location costed me a lot of money and created great emotional distress.

  Business Response

  Date: 04/06/2023

  Complaint ID: ********

  RR#: *********

   

  Please accept my sincere apology for the unacceptable experience you had upon your arrival at our *** location. Please rest assured we will address this matter with the appropriate Hertz management for immediate corrective action. As a gesture of apology I have issued a refund of $100.00 to your credit card. Please allow up to 7 business days for the refund to post to your account. 

  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: 04/06/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  
  The delay of service by your company caused me to lose the money I spent on tickets to an event. The tickets were non-refundable. The price of the tickets was $74.94

  The poor costumer service, lack of compassion, and unprofessionalism of Hertz employees at *** caused a great deal of emotional distress which manifested in the form of anxiety attacks. 

  Also, because of the poor service provided by Hertz, I left really late, got stuck in rush hour traffic, and had to drive at night which ended up making me more tired and I missed out on a whole day of a well deserved vacation time. You can not put a price on happiness and the time taken away from my vacation is priceless to me. 
  

  Because of this, I am requesting a full refund.

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

  Business Response

  Date: 04/07/2023

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

   

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

  
  Our location staff is empowered and trained to handle all our customer's issues and we are known for a standard of high quality regarding customer service. 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. I apologized for the misunderstanding and any inconvenience we may have caused. I hope you allow us to serve you again so that we can regain your complete confidence in Hertz.Do not hesitate to raise future concerns with us directly.

  
  Our records show credit for $100.00 was processed on April 6th.Please allow 5-7 business days for the fund to post back to your account.

  Regards,

   

  Customer Answer

  Date: 04/07/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  As previously explained, it took me over 4 hrs to get the rental which caused me to leave the airport at rush hour traffic and delayed my whole vacation. It was more than the unprofessionalism of your employee *****, who was completely out of line and treated me with disrespect and embarrassed me in front of other costumers by telling me it was my fault that I made the reservation the way I did it was also the way this location is being managed. You cant have someone wait in line for an hour to tell them they have to go to another line. You cant just have 1 or 2 employees working the counter when you have about *********************** line. And the person that checked me in gave me the paperwork without verifying if the car was available, he simply pointed at the lot and told me your car is over there and the car wasnt there. Then I had to walk around looking for an employee to help me.
  This location is not only lacking better and faster service, but also the employees currently working there need to receive training on how to anticipate needs, be more proficient at using computers, learn to be courteous and learn other basic costumer service skills. 
  The poor service provided and the delayed caused by it is worth more than $100, so I am still requesting a full refund.

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

• Initial Complaint

  Date:04/04/2023

  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.

  RE: confirmation # K33632181d5 My name is *********************** I booked an 8-passenger SUV premium vehicle rental for March 15, 2023. Which was supposed to be a GMC Yukon XL 4WD or similar. I called Hertz to inform them our flight would be delayed and provided our flight information. I was told by the hertz representative that our vehicle would still be there and the location was going to be open. Upon arrival at 4am to my dismay I found out the Hertz desk was closed and would not be open until 6am. So, my family had to wait for 2 hours in the freezing cold for the rental car desk to open up. When the desk opened, I was told they dont have my rental by the lot manager *****************************. He informed me that another client who rented extended their rentals and its March break. The only thing he could give me is a mini van that fits 6 people. I told him that the minivan was a lot less money when I was originally booking this rental. I asked him what do other clients have to do with my confirmed rental for 8 persons. He rudely said all he can do is take a few dollars off the current price of a minivan which at this time was at much higher cost. I said thats not enough. Because the rental minivan cost much less at the time I was renting the car. He said I can take my business elsewhere. I don't need to rent from Hertz. I could not believe what the Hertz Manager ***** was telling me as a paying customer. He did not care about what I had to say because my family was waiting 2 hours in the cold for the Hertz desk to open. It was either take it or leave it attitude. I feel like it was a bait and switch situation. He was rude and arrogant. At this point I would like an apology and a refund of $200.00 off the rental because of this horrible experience. Please advise?

  Business Response

  Date: 04/06/2023

  Complaint ID: ********

  RR#: *********

   

  Thank you for contacting us. Please accept our sincere apologies that the vehicle class was not available. I understand that careful consideration is made when choosing the vehicle, you require, and that is why I have such a wide range of vehicles available in our fleet. While we do state that a vehicle from the class booked will be available, on rare occasions, unforeseen situations arise that result in inventory shortages. This is usually caused by late returns, extended rentals or damaged vehicles. When it does occur, our policy is to provide a vehicle from the next available group at no extra cost. Having reviewed the details of your rental, I am concerned to see that the location did not follow this procedure. Rest assured this has been raised with management at the location to ensure it is addressed with all staff. 

  At Hertz, we pride ourselves on the high quality of our customer service, and it is disturbing to learn of the incident you described. I sincerely apologize for the impression our representative left with you. 

  As requested I have issued a refund of $200.00 CAD to your credit card. Please allow up to 7 days for the refund to post to your account. 

  Customer Answer

  Date: 04/06/2023

   
  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.
  I would like them to also speak to there lot manager who was not very plesant or accomadating at the time. He could careless if we rented a car from Hertz
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:04/04/2023

  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.

  Reserved a rental car prior to arriving at the Hertz airport location. Waited in line for about 45 min (severely unstaffed). Went to the counter to retrieve my rental and was asked if I wanted to add the insurance. Not realizing the offered cost was per day and not for the entire week I was there, I said sure. Upon my card being declined, I asked why and what was the price. The clerk told me it came out to around $1500. An almost $1000 increase from the original rental price for the entire week. I said well no, I would not like the insurance then. She then proceeded to tell me after talking with her manager that the price I chose cannot be undone even though my card was declined. I asked her if she could just cancel the reservation and book me a new one. She said they didnt have any walk *** available. I asked what difference it made since there was going to be an suv available to me for my reservation regardless. She said she could not undo the $1500 amount. Unacceptable business model. I am on military business and now am stuck without a rental car. Fix your rental issues!!!

  Business Response

  Date: 04/06/2023

  Complaint ID: ********

  Res#: ***********

   

  Thank you for contacting us. 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. Please rest assured we will address this matter with the appropriate management for corrective action. 

   

• Initial Complaint

  Date:04/04/2023

  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.

  Im not even sure where to begin. Hertz has taken a huge plunge in leadership and customer care. You literally cant get people on the phone. I had to text chat with these people for a business issue. By the way they completely **** at their job. We had an issue with our personal vehicle going through ************* so we rented a vehicle. Emergency yes, but we did. Problem was that there was only a small airport and they had limited vehicles. Thats a whole nother issue. The gave me a car past its oil change date. It was blowing smoke. I mean for crying out loud I had my 3 kids with me. So after two days of trying to get someone in the phone I finally got someone on chat. They told me that they had me set up to exchange the car at *********** *******. When I got there they had no clue that I was coming and had no car. Fine. ****** off Army veteran here, but clearly nothing I can do. So on our way back to ************* we were told that our van ******* be easy so we had to extend. Again through chat. A day later I get a call from hertz wondering where the car was. We explained it was extended. Nope. $100 late charge them of course the charges for keeping it. Like what is wrong with people at this company. Im going to fight this with my CC company. Good thing is that I have all of these chats. So s**** it. Will never rent with hertz again. My review of this is going to go through my parents travel agency so that theyre clients see this nonsense too. Ill save the screenshot chats for my CC company. If you hertz wants to see them they can ask. Im not holding my breath.

  Business Response

  Date: 04/06/2023

  Complaint : ********

  RR: Unknown

   

  We would like the opportunity to respond to your message, but we are having difficulties locating a copy of your rental record; please provide the following information: 1. Reservation confirmation number or rental agreement/record number. 2. Name of primary renter. 3. Beginning and ending dates of rental. 4. Location of rental. Once we have the updated information we will be glad to assist you.

  Customer Answer

  Date: 04/06/2023

  Rental agreement

   

  *********

   

  here you go. 

  Business Response

  Date: 04/06/2023

  this is regarding complaint# ********.

   

  Thank you for reaching out to us. I appreciate the opportunity to address 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 of your experience.  I regret your experience with our *********, ** location was not up to our standards.  Please be assured that your comments have been forwarded to the Area Manager for internal review and any corrective action deemed necessary. 

  As a gesture of apology, a credit for $100.00 was processed today. for the extra day, late/return change fee charge , and the additional taxes and fees generated from the extra day.

  Please know that we take all customer concerns seriously and we value your business.

   

  Regards,

  Customer Answer

  Date: 04/07/2023

  
  Im okay with this, although it wasnt about just the extra charge  its impossible to get people on the phone, and you guys wasted my time every step of the way  

   

  do better.  I appreciate the money back, but it shouldve been more  

   

  Im done with hertz, and my fathers travel agency is not going to elk you guys anymore either.  

   

  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:04/04/2023

  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.

  My family and I rented a SUV from Hertz Car Rental at ************ Downtown at ************************************************************************** on January 27, 2023 for one week (Rental Record#: *********). On Jan 30, 2023, we thought we had lost the car key and phoned Hertz, expecting they would have a spare key. They said they did not have a spare key and instead they suggested to send a tow truck to tow the car away and give us another car. We waited 3.5 hours and in the meantime we found the car key. The tow truck showed up and left without doing anything. We drove the car for the remaining 4 days in ** and returned the car to Hertz LA International Airport location on Feb 2, 2023 at 4PM.When we received the bill, there was $109.65+tax for the tow charge and $250+tax for the car key. Since then, it has been nearly 2 months that we have been calling Hertz to ask for an explanation for as the charges and asking to speak with a manager to resolve the issue without any satisfactory answer from them. They keep telling they would investigate our complaint and get back to us, but nobody has contacted us so far. This has been the most frustrating car rental experience we ever had.We are requesting the charges be refunded. *************************

  Business Response

  Date: 04/06/2023

  Complaint ID: ********

  RR#: 140216786

   

  Please accept my sincere apology for the long wait for a tow and the additional billing you incurred. After reviewing our records I have issued a refund of $359.65 to your credit card. Please allow up to 7 business days for the refund to post to your account. 

  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.