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

  4100 George J Bean Pkwy Tampa, FL 33607-1402

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  Hertz

  PO Box 6001 Huntsville, AL 35813-0001

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  Hertz

  727 Highway 43 S Saraland, AL 36571-3604

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  Hertz

  13409 72 Ave Surrey, BC V3W 2N7

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:03/30/2023

  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 am writing to express my extreme frustration and disappointment with the service I received at the Hertz Car Rental - *** - ******* location on 03/29/2023. My Rental Record number is *********. I had made a reservation through Priceline for a Tesla Model 3 electric car but encountered numerous issues during the rental process.Upon my arrival at the location, I noticed a line of approximately 15 people waiting to receive their cars, with only two employees attending to the customers. This resulted in an hour wait before a young girl named ***** finally assisted me. She directed me to space 611 for my Model 3, which was also printed on my rental receipt. However, upon reaching the spot, I found a completely different gasoline car.I returned to the office, only to face another long line. While waiting, I overheard an employee informing Gold Reward members that they could simply pick any car from the rental section, skip the line, and drive off. This likely led to the mix-up with my reserved vehicle, as one of the Gold Reward members may have taken it from space 611.After enduring an additional 30-minute wait, I approached ***** to inform her about my missing car and requested a replacement Model 3. She located an available electric car, which was charging right by the office, and directed me to quickly retrieve the key. However, upon returning within a mere 30 seconds, *****, despite acknowledging my return with the key, proceeded to attend to another customer. Consequently, I was compelled to wait in line once again. This entire ordeal proved to be both frustrating and time-consuming.To exacerbate the situation, I later discovered an unauthorized charge of $237 on my credit card, in addition to the prepayment I made through Priceline. The only additional charge I had consented to at the counter was the Fuel Responsibility fee of $37.28 ($35 + $2.28 tax), which was meant to exempt me from recharging the car upon return. The $237 charge was neither explained nor disclosed to me at any point during the transaction.The experience I had with Hertz was nothing short of a nightmare. I believe that the "pick any car you like" policy for Gold Reward members has negatively impacted the experiences of other customers like myself. Consequently, I must inform you that I will not rent from Hertz again until improvements are made to your customer service and process flow, particularly in addressing the confusion between Gold Reward members and regular customers. I will also advise my friends and associates to carefully consider their options when choosing a car rental service.I request a prompt and thorough investigation into this matter and an explanation for the additional $237 charge. If it is a security deposit hold, I expect it to be removed upon the car's return, and I demand better communication in the future regarding such charges. I would also appreciate an acknowledgment of the inconvenience caused and a commitment to improve the customer experience at your location.I look forward to hearing from you soon and hope that you will take the necessary steps to address my concerns.

  Business Response

  Date: 04/07/2023

  Complaint ID: ********
  ********************** RA#: 170558511
  
  
  This correspondence is being sent in response to a query made by **** (*****) ******.
  
  I sincerely apologize for the inconvenience experienced.  Please be assured your comments have been forwarded to the Area Manager for internal review and any corrective action deemed necessary.
  
  After my review of our records, I can confirm the $237.00 in question was the pending authorization hold which was released from our billing system on 04/05/2023. Additionally, I can confirm a $50.00 rental certificate has been mailed for use towards a future reservation.
  
  Please know we take all customer concerns seriously.
  

• Initial Complaint

  Date:03/30/2023

  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 made a reservation with Hertz for a rental car at ***. I cancelled the reservation (and have documentation of the cancellation). Hertz went ahead and charged me for a rental anyway. I have attempted to reach Hertz many times without a response. Hertz is claiming that I picked up and drove said car, even charging me for gas, when in fact, the reservation had been cancelled, and I rented a car from another vendor at ***.

  Business Response

  Date: 04/04/2023

  COMPLAINT ID ********

  Thank you for contacting us. 

  I apologize for inconvenience at our Hertz location. However, upon checking or records show that you have disputed the charge with your bank. Please follow up with them as we are unable to provide you with a compensation at this time. 

  Customer Answer

  Date: 04/04/2023

   
  Complaint: 19874381
  
  I am rejecting this response because:

  *hertz provided an auto-generated folio to my bank in an attempt to claim that I had picked up the car.  My signature was nowhere on that folio since I never rented the car from them.  
  *due to hertzs lying about this, my bank rejected my claim and reinstated the charge. 

  *I have persuaded my bank to reopen the case, but the charge has remained on my credit card.

  *I contacted hertz no fewer than 4 times and never heard back from them.

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

  Business Response

  Date: 04/05/2023

  Complaint ID: ********

  RR#: 129987771

   

  Please accept my sincere apology for the billing error. I have confirmed our ************************** representative confirmed you did not rent and issued a refund of $723.73 to your credit card on 04/05/23. Please allow up to 7 days for the refund to post to your account. 

  Customer Answer

  Date: 04/14/2023

   
  Complaint: 19874381
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:03/30/2023

  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.

  Trans Date: 3-5-23, Amount paid $417.65, plus, an additional $357. to Priceline, The rental was booked with Priceline to provide a car rental through Hertz. The nature of the dispute is as follows: Vehicle booked with Priceline for $357. When I arrived at Hertz desk, they asked me if I wanted any additional services. I declined the insurance and additional driver. I did take the fuel option which was approx $60.00. The clerk at the desk asked me to sign and possibly initial in a few places and told me the the total wound be $417.65. Due to the fact that the original booking was with Priceline and they secured the vehicle with Hertz I assumed that the fees were now being handled with Hertz. I agreed to the fuel service charge of $60. but it appears that the fuel service charge was $66. After the flight and waiting in line, $417. sounded correct.(357.00 plus $60.00, = $417.) What I didn't know was that they charged me an additional $251.94 for loss damage waiver, $53.94 for road service and concession fee recovery of $33.98. I told the clerk that I have my own insurance and roadside assistance with my ins company and wouldn't purchase that option. I have also contacted Hertz on **** and spoke to ****** who was understanding. ****** was a little difficult to understand. At the end of our conversation, I recapped our conversation. ****** said that she was going to contact the *** location and have the additional charges removed in 5-7 days. When the charge was still on my cc, I contacted Hertz again and spoke to ***** on **** who told me that I needed to contact the *** directly. I have tried three different # provided by HCR to no avail. The # provided to me were *****************-741-1008 ex 202, and ************. I attempted contact on **** and the phone just rang and rang, no one picked-up the phone. I have also reached out to my cc company who is also looking into this. It appears to me that HCR is engaging in deceptive practices! My rental record #*********.

  Business Response

  Date: 04/04/2023

  COMPLAINT ID ********

  I apologize for the inconvenience that you experienced at our JAX location. However, as a gesture of our concern, I have submitted a refund request for $346.46 to be processed to the credit card on on file. Please allow 5-7 business days for processing. 

• Initial Complaint

  Date:03/30/2023

  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 booked a full-size SUV on March 6 at the Hertz ****** location online for a 7-day trip. I was excited to find a good deal and planned all the travel arrangements. On 3/28, I called Hertz to confirm my booking, and I was told it was confirmed; however, the next afternoon (3/29), I received a call from the ****** location informing me that my reservation for a full-size SUV had been canceled. The reason they gave me was that it was overbooked. I informed them that I booked this on March 6 well in advance, but the representative was unwilling to listen to me and stated that they could not help me further; as a courtesy, they gave me a call two days in advance to find other alternatives. I called Hertz office (corporate office) but didn't get much help from them either. They stated that it is up to individual location and I could look at other locations but they would not offer me the price I had booked. Unfortunately, a company of this status does this to their customer. I looked to book, and it will cost me almost $1000 more. Customers should not suffer because of corporate greed, which allows them to overbook beyond their capacity.

  Business Response

  Date: 04/04/2023

  Complaint ********
  
  Thank you for contacting us.
  
  I understand that Hertz ****** location was unable to secure your recent reservation with a vehicle, on behalf of Hertz I would like to apologize for any inconvenience this may have caused to you and your travel plans. The travel industry at large is experiencing high demand in travel while facing shortages in vehicle availability from the manufacturers. We remain committed to provide more fleet availability. As an apology for this inconvenience I have added 1900  points which is equal to a 2 free day rental to your loyalty account to use towards a free rental on us in the future. We appreciate the time you took to share your feedback and look forward to seeing you on your next adventure. 

  Customer Answer

  Date: 04/08/2023

   
  Complaint: 19871597
  
  I am rejecting this response because I had to rent another same size car for $1800 and paid a difference of $1200 compared to your booking. I couldn't find any air tickets either for the family of 7. This booking was made well in advance over a month ago and confirmed few days earlier before traveling. If you need to see the invoice I paid to other car rental, I can provide. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 04/19/2023

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

   

   

  Thank you for allowing me to address your concerns. I apologize for the inconvenience this has caused you.

  I understand careful consideration is made when choosing a vehicle, you require.Whilst we do state a vehicle from the class booked will be available;regrettably, we cannot guarantee a vehicle. On rare occasions, unforeseen situations may arise that are beyond the branches' control. This is usually caused by late returns, extended rentals, damaged vehicles, etc. To process a price difference, I must have documentation in a form of a receipt. Once received, I will review.  

  Regards,

   

   

  Customer Answer

  Date: 04/20/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution (reimbursing the price difference) is satisfactory to me. Attached the paid invoice from rental company
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 05/12/2023

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

  
  Reservation # K44535681F4
  
  Thank you for reaching out to us. I apologize for the inconvenience.
  
  I understand that the ****** HLE location was unable to secure your recent reservation with a vehicle, on behalf of Hertz I would like to apologize for any inconvenience this may have caused you and your travel plans. The travel industry at large is experiencing high demand in travel while facing shortages in vehicle availability from the manufacturers. We remain committed to providing more fleet availability.

  
  Our records show **** points were added to your loyalty account on April 4th, 2023 which can use for two free rental days towards future rentals. I will add 950 points that will post immediately to your account.

  
  While I understand this is not the outcome you were anticipating, I hope you will respect our position on this matter. We appreciate the time you took to share your feedback.

  
  Regards,

• Initial Complaint

  Date:03/30/2023

  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.

  Rental record #H22689623. 3/14 rental was picked up. This complaint is abt the Tamarack location. This location is a total nightmare. Ive rented from this location a few times & the cars are always dirty or have some type of mechanical issue. The times i rent Im going thru my issue which covers 50/day. On 3/14 i came to get pick up a rental i was shown a dirty ******* sonata, stains in the seat. I turned it down. Then i was offered a black ****** when rolled all the windows down and i opened the car doors it was a STRONG odor of cigarette smoke. I declined that car & explained my son had asthma i cannot be in that car for 20 days. So he has nothing else to offer me so i take the sonata due to its raining heavy and i need a car at this point. As Im driving the car i notice a strong stinky smell that wasnt going away tried rolling the windows, turning the car it was the car. I look the cup holders are dirty with sticky residue, the sign by the doors look like something spilled on them. Car wasnt washed/wiped down nothing. I call and them Im going to have to have this car swapped out its not acceptable they tell me to come in i come in ******************************* is very rude and say i know for a fact there was no smell in that sonata and i know you put a smell in there, customer service terrible. He knows the car was dirty because i declined it for that very exact reason. The manager comes in and says she has a meeting can i come back at 2:20 i call her around that time and ask does she have something to swap it out with, she puts me on hold for over 20mins & never comes back on the line. I complained via form on hertz website. I complained to roadside ***************** put in a note for me to swap car at airport *************** had no cars. Fast forward the next day i receive a voicemail from K tamarack location abt how she quoted a ***** wrong and spoke with her supervisor and it would be 155 out of pocke - (rest of complaint i will post picture i ran out of space.)

  Business Response

  Date: 03/31/2023

  Complaint ID ********

  Thank you for contacting us.

  I apologize for the inconvenience that you encountered at our Hertz Tamarack location. However, since this rental is from a  franchisee location, you would have to follow-up with the location directly for any compensation.

   

  Customer Answer

  Date: 04/03/2023

   
  Complaint: 19869230
  
  I am rejecting this response because:
  Ive tried numerous of times to go thru this location. When asked for higher up information they gave the hertz customer service number which you cant even file a complaint thru. I filed numerous complaints via the form on hertz website. Nothing is being resolved which is why i made complaint on BBB. The people at this location are extremely rude & no help. 
  Sincerely,
  
  *******************

  Business Response

  Date: 04/04/2023

  Complaint ID: ********

  RR#: H22689623

   

  Please accept my sincere apology for any dissatisfaction with your rental experience. I have reached out to our *** location to confirm they have the vehicle so that we can get the rental closed out. 

  I sincerely regret your rental experience with Hertz did not meet with the high standards of service we strive to maintain. As a service oriented company, we rely on customer feedback to help us maintain and improve our service performance standards. The information you have provided is very important to us,since it tells us how our various locations are doing and where improvements are needed. Please be assured your comments will be shared with the appropriate Hertz management for corrective action/training.

  Business Response

  Date: 04/05/2023

  Complaint ID: ********

  RR#: H22689623

   

  Please accept my sincere apology for any dissatisfaction with your rental experience. I have reached out to our *** location to confirm they have the vehicle so that we can get the rental closed out. 

  I sincerely regret your rental experience with Hertz did not meet with the high standards of service we strive to maintain. As a service oriented company, we rely on customer feedback to help us maintain and improve our service performance standards. The information you have provided is very important to us, since it tells us how our various locations are doing and where improvements are needed. Please be assured your comments will be shared with the appropriate Hertz management for corrective action/training.

  Customer Answer

  Date: 04/05/2023

   
  Complaint: 19869230
  
  I am rejecting this response because:
  So you are confirming the car has been checked in correct? Because i am still here with an open contract on a car i never had use of. The car been picked up from a towing company hertz sent march 20th. As of April 4th i spoke with roadside assistance & no one has confirmed if the contract will be closed or not. I still cannot reach anyone at tamarack location where the car was rented. 
  Sincerely,
  
  *******************

  Business Response

  Date: 04/06/2023

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

   

  Thank you for reaching out us. I apologize for the delay. Our records show  the rental agreement was closed out as of March 20th.

   

  Regards,

  Customer Answer

  Date: 04/06/2023

   
  Complaint: 19869230
  
  I am rejecting this response because:
  Ok Im not understanding why theyre saying the contract isnt closed & theyre saying they cannot locate the car. I also have yet to get my deposit back. The manager at the tamarack location keeps stating she will not close our contract because it doesnt show the car is turned in. She will not return phone calls, they answer the phones & hang up or they leave me on hold for a very long time & never come back on the phone. I need this issue resolved. Its not fair i was still in a pickle & inconvenienced since she didnt want to close out the contract i was not able to get another retail. Now the contract is done & i was never accommodated. Hertz keeps leaving messages as if the car isnt returned & it is. 

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

  Business Response

  Date: 04/18/2023

  Complaint ID: ********

  RR#: H22689623

   

  I apologize for any misunderstanding. The rental is closed out with a return date of 03/20/2023, for your records I have attached your rental receipt. Our records indicate there are no monies being held on your credit card for this rental.

• Initial Complaint

  Date:03/30/2023

  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.

  Hello, I need your help.My name is ***************, I am a member of the ** Army and a Gold Member of Hertz. I had a very disappointing experience with Hertz on 12.23.23 at ************** International Airport. Me and my husband rented an SUV on 12.23.22 AT 12:50 PM from Hertz and we prepaid for it.When we were asked what additional accessories we needed and we opted for the fuel purchase option only out of all of them.When we returned the car we used an extra day that we paid for as well as the concession recovery fees with tax.After we got back to ******* ** we noticed unauthorized charges on my cc along with a bill for child seat, liability and personal insurance and prepaid tolls from Hertz.I reached out to Hertz representative in mid January 2022 asking why they were charging me for something we did not request. He couldn't help me so I asked to talk to the supervisor that was unavailable at that time. The rep. promised that the supervisor would call me back in the next couple days.The call back was never received.We took a personal car seat from ********, it was checked in to the plane and we installed it in the rental car. I have a really good ******************** for a 2022 ******** GLS that was active at the moment of renting the **** I told the Hertz rep. that my insurance agent can send him confirmation of my insurance if needed. No one wanted to listen to my concerns in HERTS. I went ahead and disputed $536.38 with my bank and it was approved after the completed investigation.Today on 3.29.23 I received a bill from Hertz for the disputed amount ($536.38) and called Hertz again.The representative wasn't helpful and when I asked to talk to the supervisor he said they have no supervisors. He also advised that eventually Hertz will put me in collections and "do not rent" list if the bill is not paid.Please help me to resolve this issue.Thank you so much

  Business Response

  Date: 03/31/2023

  Complaint ID ********

  Thank you for contacting us.

  Upon checking your Rental Agreement we show that you have disputed the charge with your bank therefore we can not process a refund at this time. Please follow-up with your bank.

  Kind regards

  Customer Answer

  Date: 04/03/2023

   
  Complaint: 19869193
  
  I am rejecting this response because:
  I am looking for the billing adjustment for the disputed amount. I was refunded by my bank, but Hertz sent me a bill for the disputed amount. I have already paid for extra day, fuel and concession recovery fees plus tax. 
  Please remove that bill from you system that reflects accessories I did not requested. 
  Thank you 

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

  Business Response

  Date: 04/04/2023

  Complaint ID: ********

  RR#: 115532745

   

  A review of your attached signed rental agreement indicates at the inception of your rental you accepted the optional insurances, toll package, child seat, and prepaid fuel.  Please be advised adverse chargeback disputes do not mean the charges are invalid and in no way alleviates the renter of responsibility of the charges. As the charges are correct it is expected you will pay the balance owed. 

  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:03/30/2023

  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 record ********* i booked car from ******** ** for march 14,2023 to drop at ***************** on march 16 2023 by 5pm.i went to return car at 3 pm and lady over there she refused to return car because she said we accept cars only from people flying from here and she rushed me to go to ********** DOWNTOWN HLE to return car that was going to close at 4pm.i rushed to downtown to return the car ,and hardly make up just 10 minutes before they close.she returned car but charged me almost 300 dollars extra.i called customer care and i was assured that bill is adjusted.but she lied.from last many days i send many emails ro customer service but they refused to adjust the bill.i request BBB to look into the matter and please get my bill adjusted.for any questions ,my contact is ************

  Business Response

  Date: 04/03/2023

  BBB Case ********
  RA No: *********
  
  This is a response to ***********************
  
  I apologize for the inconveniences caused when you were unable to return the vehicle to the location booked. Your comments have been forwarded to our I.T.team for their review and corrective action to prevent this error from happening again. I was able to adjust your rate back to the original amount,issuing a refund of $299.76 to the card on file. Please allow up to 10 business days for the funds to post to your account.
  
  Thank you for contacting us.

• Initial Complaint

  Date:03/30/2023

  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 had an extraordinarily nightmarish experience with the Hertz on ************ in Brooklyn on March 25. I do not believe this issue was reflective of the two employees working at the location, who were both doing what they could to make the best of a horrible situation that did not seem to be their fault. I pre-paid for a 7 seater SUV through Priceline for 11 AM on March 25. Upon arriving just before 11 AM, I found a significantly long line in which people had already been waiting hours. Having already paid for my rental and with few alternatives available last minute and a group of people I was scheduled to pick up by noon, I felt I had no choice but to wait. The wait ended up being nearly 3 hours. Just before 2 PM I was informed that they did not have a 7 seater SUV and in fact never had one. Given the size of my party and the fact that one person used a wheelchair this was the only vehicle type usable for me, which is why I had paid to rent it in the first place. Hertz then told me they had one available at a different location in Brooklyn the opposite direction from my destination. By the time I got the car from the other location my party had been waiting several hours to be picked up and the trip was ruined. Having already paid for the vehicle I felt I had no choice but to pick it up, though I now realize I should have just walked away and disputed the charge to my credit card with my bank later. This was an incredibly awful experience and I am certainly not comfortable charging anyone in my group for their share of the car rental. I feel almost like I was scammed; Hertz clearly accepts way more bookings than they have the capacity for, and I did not receive either the time or location of vehicle rental that I paid for. When I spoke with Hertz on the phone about this they said all they could do was provide a discount coupon toward a future rental, as if I will ever rent with Hertz again.Do I have any recourse here? Thanks for your help.

  Business Response

  Date: 03/31/2023

  Complaint #********

  Thank you contacting us.

  I apologize for the  inconvenience that you experienced at our Hertz ****** location. As a gesture of our concern, we will refund the credit card on file for $164.83. Please allow **** business days for processing.

  Kind regards

  Customer Answer

  Date: 04/11/2023

   
  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: 04/27/2023

   
  

  On March 30 I submitted a complaint through your office (#********) regarding Hertz Rental Car. On April 3 Hertz responded that they would refund my credit card within 5 to 10 business days. This response was satisfactory so I marked the complaint as resolved.

   

  Unfortunately, it has now been 18 business days and I have not been refunded. I do not believe they processed a refund

• Initial Complaint

  Date:03/29/2023

  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 booked a car with Hertz. I completed the online form and received a confirmation number. Then I called the day before I was to pick up my car to see what times I could arrive and was told I did not have a car. I was already in *********** **. I had no way to get home. Hertz said they tried to get a hold of me, but I did not give a number or email. I would have if the form asked. The manager also said it should not have let me get a confirmation without that information, but it did. I had a confirmation, I should have had a car. My entire family had to readjust plans so they could, thankfully, drive me back home. We were unable to complete our vacation due to the change in plans and my needing driven back home. It is completely unacceptable that I was left stranded without a car, since I had a confirmation number. No one at the location could help, and when I complained to Hertz after returning home all they said was sorry that happened.

  Business Response

  Date: 03/31/2023

  53319415-4A925

  Customer Answer

  Date: 04/03/2023

  This is my complaint number Complaint ID:

  19623101

   

  It said I had a response from the business, but their response was just this "53319415-4A925"

   

  I don't know what that means

  Business Response

  Date: 04/07/2023

  BBB Case 19623101
  ResID No: K4272885677
  
  This is a response to *******************************
  
  I apologize for the inconveniences you experienced as a result of this unhonored reservation. Normally our inventory of vehicles is more than sufficient to meet confirmed reservations; however, on occasion, customers don't return vehicles as expected, and the resulting shortages and or delays cannot be overcome immediately. Additionally, the travel industry at large is experiencing high demand in travel. These circumstances have provided strain on our typical customer experience including longer than normal wait times. We appreciate your feedback, please be assured we are taking steps to adapt to the new demands within the travel industry.
  
  As a gesture of goodwill for this experience, I was able to issue a $100 certificate to the ************* address. Please allow up to 14 business days for it to arrive.
  
  Thank you for contacting us.
  
  
  ****************
  Executive Customer Service
  ******************************

• Initial Complaint

  Date:03/29/2023

  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 had a confirmed rental price of ****** euros for the duration of our rental period. The confirmation is attached. This included taxes and a location service charge. Additional fees that were added and confirmed upon car pickup were ***** euros for a cross border fee that we planned to incur when driving into **************** and 119 Euros for Supplementary *************************** This brought the confirmed and signed for charges to ****** euros. My Chase credit card was accepted and I was given a charge summary displaying the charges as described above. This is what I agreed to, signed for and expected to be charged upon return of the car. The only additional charges listed on this summary were potential fuel charges if I chose not to top of the fuel tank. I did top of the tank.However, when I returned the individual who checked me out in the lot with his portable tablet device printed out a receipt for the total charge of ******* Euros! The amount on my confirmation and the confirmed amount on the ticket I received at pickup stating what would be charged was completely ignored. I pursued this large discrepancy with three individuals in the ************** office where I returned the car and after numerous excused, they finally stated that I needed to use an **************** credit card to get that rate.Other than clicking on boxes during the Hertz reservation process to indicate which credit card types I own, I was never made aware of the requirement to use any particular credit card during rental. I received confirmation of my rental by phone and documents twice (since I made a change in pickup time and location) and no one indicated any credit card requirements on the phone or in the confirmation documents. I gave the agent my Chase credit card when picking up the car and he received it without a problem. He provided me a charge summary, which I authorized with my signature, listing the confirmed final rental cost upon return. Neither the agent nor the ticket gave any indiction that I needed to use a particular credit card or that the Chase card I had given him would be problematic in any way.Only upon return of the car was I presented with this surprise issue and only after I pursued it with three different individuals. However, I did not bring any of my multiple **************** cards since I had received no previous indiction that I needed them. I contacted my son back home by phone and he gave me all the information from my four cards (account numbers, expiration dates, security codes) but the Hertz office refused to accept them and only wanted an actual physical card.I have requested the paperwork that was generated for my rental when I picked it up but all they will provide is the return receipt they generated, which only showed the unauthorized charges and the supplemental insurance document. They will not provide the paperwork showing what I did authorize when I picked up the car so it is being withheld.I requested that the unauthorized charge of ******* euros be changed to my authorized charge of ****** euros to correct this. They would do nothing.

  Business Response

  Date: 04/14/2023

  Complaint ID: ********
  ********************** RR#: 804501154

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

  We apologize for any frustration caused regarding the charges billed for your rental. Our location in ****** is an independently owned and operated Hertz licensee franchise. As such, the licensee owner processes his/her own billing and invoicing. Therefore, your concerns were forwarded to the licensee owner for their further review and assistance. They have advised the following in response:
  
  Thank you for your email concerning ******************* recent vehicle rental.
  
  I have completed a review of the available rental information and have attached a copy of the clients rental documentation for your reference.
  
  Firstly, in relation to the daily/weekly rate applied,it has been noted that the client originally reserved a rate which availed of a discount offered via an **** CDP in order to qualify for the discounted rate reserved, the associated/qualifying credit card (AMX in this instance) was to be presented upon arrival.
  
  Unfortunately, while a discounted rate associated with **** was reserved, a MasterCard was presented upon the clients arrival with this being the case, the **** discounted rate was no longer valid the current applicable retail rate was applied to the clients rental contract.
  
  With reference to supplementary liability waiver (***), this applies to any rental taking place in Ireland where an external policy is used as the primary coverage the *** protects both the client and Hertz against any shortfall/exclusions where the external policy is concerned.I have attached a screenshot of the relevant section of the rental requirements for your reference.
  
  With reference to the currency of the final billing it has been noted that the invoice amount of EUR ******** was converted to a *** value of US$ ********. I have contacted our merchant bank and have instructed them to reverse/credit the *** value and to re-process the rental billing in Euro this will allow the clients card provider to process the transaction using the current applicable rate of exchange. This process should be completed in the coming days. 

  We have attached all relevant documentation in correspondence with the above information. In addition, though the charges are valid for the Super Cover Damage Waiver (SCDW) we are processing a manual credit of this charge to your card ending in xx-****. Please allow up to 5-7 business days for this credit to show on your billing statement. 

  Customer Answer

  Date: 05/03/2023

   
  

  Hertz's response failed to mention and address almost all the issues that my complaint is about, as follows.

  
  

  1. Hertz failed to mention in their response that there was no mention to me during the reservation process that I needed to reserve the car with an AMEX card, although I had multiple contacts via phone and email with Hertz during the reservation process.

  
  

  2. Hertz failed to mention in their response that there was no mention to me that I needed to use an AMEX card when I picked up the car.

  
  

  3. Hertz failed to mention in their response that when I picked up the car, they accepted my MasterCard and presented me with the documentation for what I would be charged upon return of the car, This documentation reflected the much, much lower reserved price and not the much higher amount I was charge and surprised with when I returned the car.

  
  

  4. Hertz failed to mention in their response that the only document I signed that showed a charge was the above mentioned document that reflected the reserved price and not the final price.

  
  

  5. Hertz failed to mention in their response that I had never been informed of the much higher charge until the moment the car was returned and was handed a credit card charge receipt with no explanation. I never agreed to this charge nor signed for it.

  
  

  6. Hertz failed to mention in their response that after I returned the car, I presented them with the original charge documentation that reflected the much lower reserved price, which they took from me and then did not return it. I therefore no longer had a copy of this document.

  
  

  7. Hertz failed to mention in their response that although I repeatedly requested a copy of the document I signed which was given to me AFTER accepting my MasterCard and that reflected the reserved price, they refused to send this to me. This signed document is evidence of my expectation and certainly in their records but they they refuse to send it to me or include it in their response. Instead they repeatedly just send the unsigned receipt for their final very high credit card charge, which they did once more in their response.

  
  

  8. Hertz failed to mention in their response that they refused to accept my AMEX card once I learned of their excuse because I didnt have it physically with me. I did however have all the information from the card that is required to make online charges (name, credit card number, expiration date, security code, my address).

  
  

  Hertzs response cleverly tells a very distorted story and attempts to cover up the actual occurrences. Notice the only signed document they included in their response was an insurance agreement. The absence of the document which I agreed to and signed which outlined the expected charges upon return of the car is suspiciously missing. They repeatedly refuse to provide the ONLY signed document related to charges because it reflecta that they did indeed accept my Mastercard with the understanding that I would be charged the expected much lower reserved price using that card. Why? I think its very clear why.