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:03/29/2023

  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.

  I have been renting a Tesla thru Uber for the new promotion of the car starting August 8th 2022. On August 17th a woman rear ended me at a stop light during an Uber ride with a passenger in the car. I got the woman information and filed a police report. The next day I filed the report thru Hertz at the place where I am renting the vehicle at. I tried to re-new which Hertz makes you do every week to keep the car and they informed me that I am on the do not rent list. I asked why and they told me to call a 3rd party that was dealing with the situation. I called Monday and the 3rd party informed me that I owed from damages from the accident on August 17th 2022. Besides it being almost 6 months later, I paid the $692 dollar because I was locked out of my Uber account . I then tried to call Hertz and extend my warranty as I have for the last 8 months and they informed me that they closed my rental agreement and I have to pay my deposit 2 weeks earlier than I normally would have. I went today and paid another **** for everything and start a new rental agreement because it was closed out by Hertz. I then proceeded to call Hertz and been passed around for over 6 hours today by every department associated with the company. I still have no answer on why I was charged or why the complaint was not filed. I continuously haven't sent emails the last 8 months and never get a response back to anything related to my questions. I have paid almost $20,000 already on renting a Tesla they Uber and Hertz and can not understand why I am dealing with this situation when I was not at fault for the accident or even get a response from anyone. I have continuously asked to.speak to a manager or supervisor and all they so is send you to another department and get bounced around with no answer. I also still not able to log onto my Uber account after everything I went thru today.

  Business Response

  Date: 04/06/2023

  Complaint ID: ********
  ********************** RR#: 810065782

  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 inconvenience caused regarding the previous damage claim on your past rental. We can confirm there was a damage claim filed on the rental and that after attempting to collect payment from the third party involved, the charges were deferred to you as the customer on the ********************** contract. This is due to at the time of rental, the Loss Damage Waiver (LDW) was not accepted or signed up for. Therefore, as outlined in our Rental Terms & Conditions, the customer will be responsible for any damages or loss occurred to the vehicle regardless of fault. 

  We have also confirmed that you are currently on a rental through our Hertz/Uber partnership and that after the damage claim payment was resolved, your rental suspensions were lifted. Our Uber/Hertz rental location who is over your rental contract has confirmed that your current rental is active in the Uber portal to accept rides. 

  Thank you again for contacting us and for allowing us to provide assistance and clarification. 

  Customer Answer

  Date: 04/10/2023

   
  Complaint: 19864455
  
  I am rejecting this response because: 

  Yes it was lifted because I had to pay out of my income to fix the situation. I also was not liable and should not have paid for anything while I was driving. It also was handled unprofessionally with your consumer paying out of his pocket while paying for insurance for the last 10 months. I never should of bee. Locked out if my account or suspended when Uber and Hertz can not fix a situation  while working together. I lost 3 days of pay because of this incompetence between 2 companies that work together. The manipulating by Hertz and not caring for there rental employees is completely obvious. 

  I have not had any emails responded too or answered through the phone. This whole situation could of been avoided with proper communication. This is another situation where taking advantage of people is obviously seen. How did I get locked out of an account that I properly handled and in turn went thru 3 days of no communication with anyone? How was it my fault that it was not handled properly by your company? How do I pay for a situation that had nothing to do with me while I was working for Uber during the accident which is using Hertz as a 3rd party? 

  Please answer the questions with out a run around also. It would be greatly appreciated. 

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

  Business Response

  Date: 04/17/2023

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

   

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

  
  I apologize for the inconvenience this has caused you. Our records show that when a customer rents a vehicle, he or she is accepting responsibility for that vehicle. Hertz offers a wide selection of coverages to our customers to ensure that they have peace of mind during their rental in the instance of a vehicle incident or theft.  These options are completely optional to customers but would provide the necessary coverage so that customers are not responsible for vehicular damage incurred during a rental.Our records indicate the optional coverage ( LDW) Loss Damage Waiver that would typically cover this fee was not selected. Hertz does not reimburse expenses the renter may incur for the damage or similar mishaps which are beyond Hertz control.The charges that have been reviewed are correct. Based on the information provided, we have confirmed that you are currently on a rental through Hertz/Uber partnership and that after the damage claim payment was resolved.

  Our records show your  rental privileges have been reinstated and your account is restored. 

  Regards,
  

   

  Customer Answer

  Date: 04/17/2023

   
  Complaint: 19864455
  
  I am rejecting this response because:

   

  The issue was resolved because I paid out if my income in which I was not liable for. Uber and Hertz work together and should have communicated with in each other businesses because they obviously work hand and hand. I should never have came our my pocket for any expenses because Uber and Hertz are inefficient with on their companies. No one can ever get an answer from either company nor can they resolve any issues with either company. I was locked out of my account then proceeded to pay the fee for the accident and still was locked out of my account for another 3 days. How am I liable for any of these situations? Why was I not able to get a hold or an answer for any question I had during this time? Why did another 3 party threaten me because of miss communication between Hertz and Uber? 

  Also please stop sending automated answers and please respond to any question that has been asked specifically for any of the 3 emails...
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 05/05/2023

  Yes I did have insurance but per usual eveey company manipulates what I was asking about. I was locked out of my account for 3 days and lost 3 days of pay because of the incompetence of Hertz. I also had to pay my amount 2 weeks earlier because of this. I was doing Uber while I was also rear ended and paid $680 to a 3rd party company that I was sent too in which Uber was liable for instead of myself.

   

  Both companies work together and have communication issues between each other. It took 6 hours after calling both Hertz and Uber and still got no response or answer how to handle this situation. I then had to leave work early from my other job to handle this situation in which had nothing to do with me. I pay over $2,000 a month for this rental between Uber and Hertz and should not being held liable while being locked out of my account for over 3 days and again losing pay. 

  Business Response

  Date: 10/09/2023

  From the BUSINESS:
  Sent 10/9/2023 10:47:17 AM
  BBB Case number:  20691416
  Res ID or RA #:  575270710
  
  This is in response to ***********************,
  
  We apologize for any misunderstanding regarding the billing received.  The most recent charge we see represents your rental dated 9/29/2023 through 10/06/2023 for the amount of $546.27.  We do not see a billing amount of $580.00.
  
  Thank you for contacting us.
  

  
  

  Customer Answer

  Date: 12/06/2023

   
  Complaint: 19864455
  
  I have been renting a Tesla thru the Uber program for over a year now. I was just charged double for the 4th time in over a year's time. This continously happens with your corporation and trying to get it resolved thru the phone is even worse. I just called your head corporation office in ******* and I was told they can do nothing about it and asked me to ask the branch were I rent my car from in Bedofrd Park, IL. I informed your employee that I was at work Monday-Wednesday from 7:30-6:30 and can not leave my job which I have previously for this occurrence. I can not understand how your corporation can take money continously from people who been renting from you. I have paid over $24,000 renting thru Hertz and Uber and customer service is the worst out of any company that I have ever dealt with. No one can help you and all they do is push you to another line and get a run around answer. Then I will have to waste time going into the branch in Bedofrd Park which will take another 2 hrs out of my day because they are short staffed continously. Also wasting time for a situation that has nothing to do with me and an error made by an employee at your corporation. Now I just paid another $580 dollars for no apparent reason and was taken out of my account again. I also paid for an accident and was charged by your corporation for over $800 dollars 6 months ago and was never reimbursed while I was doing Uber. If anyone can answer any of these questions it will be greatly appreciated and put the money back into my account that was drawn today without any consent.

  Customer Answer

  Date: 12/06/2023

   
  Complaint: 19864455
  
  I have been renting the Tesla thru your corporation for Uber for over the last year. I got an email that shows I get a free week for renting the Tesla for 10 consecutive weeks. I been renting it for over 52 weeks now and not sure why I have never had my discount applied to my account? I also called Hertz extension and they informed me that they can not help because they can't see anything on there end. I also attached the email with the Rental Record: *********

  Business Response

  Date: 12/08/2023

  BBB Case number: 19864455
  
  Res ID or RA #: *********
  
  This is in response to ***********************,
  
  As previously advised, a credit of $346.17 was processed on December 6 to the **** account ending in 2508.  This represented the free week offer.  Please allow 3 to 10 business days for this credit to post to the account.
  
  Thank you for contacting us.

• Initial Complaint

  Date:03/29/2023

  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.

  I was hit by a Hertz car on February 29, 2023 and my car needs to be fix. Hertz refuses to call me back, they don't answer my emails. Im getting no response from them

  Business Response

  Date: 04/14/2023

  Complaint ID: ********
  

  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 confusion caused regarding your personal vehicle accident claim with a Hertz rental vehicle. These matters are handled by our *************************** *************** Notice of Loss Team who may be reached by calling ************ between 08:00-19:00 CST Monday - Friday. So that we may forward your contact information to their offices as well, please confirm your contact phone number is the number provided within this query as well as the email address in which their offices may reach out to you to provide assistance. Once received, we will forward the information to their team for further assistance. 

• 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.

  On march 24th i went to ************* ******* and rented a van from the Ft ********************* airport hertz location. I paid ****** for this rental including emoptions that i did not want or accept. The peraon who helped me was very rude and forced the options onto me without explaining everything andcharged me much more that expected which was supposed to be ****** and jumped to the higher price.to which we had to swap the main driver to my brother who paid for it because we needed a vehicle and needed to get going considering we were on vacation and did not have time to argue about this. every attempt i made to get this fixed after i was redirected to someone else which in turn was directed to another person with nobody willing to help me get these options taken off. i have talked to serveral different people all of which would not help. Rental number *********

  Business Response

  Date: 03/31/2023

  Complaint ID: ********
  ********************** RR#: 167705646

  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 inconvenience caused; however, due to customer confidentiality we are unable to discuss your brothers rental billing with you. We would like to address the renters concerns, but he will need to reach out to us directly so that we may further assist. We regret any inconvenience this may have caused. 

  Customer Answer

  Date: 03/31/2023

   
  Complaint: 19864129
  
  I am rejecting this response because:
  I am part of this same request my brother **** only started this and most of this was already in his name anyways his insurance his reservation and his hertz gold account what info do you need to get this fixed
  Sincerely,
  
  *********************

  Business Response

  Date: 03/31/2023

  BBB Complaint: 19864129
  

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

  I appreciate this is not the response you were anticipating; however, we are unable to discuss rental with anyone other than the primary renter or authorized driver. After reviewing this rental, we can confirm you are not an authorized driver, a sibling is not considered an authorized driver unless added at the counter.
  
  As stated previously, we recommend having the primary renter contact us directly at ************ and we would be happy to further assist with his billing concerns.
  
  Please know our decision is final, further requests to revisit this matter will not be considered. 
  
  Thank you for contacting us. 

• 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.

  Deceptive and intimidating practices being carried out by your car rental store in ******, ***** Hertz ******* de ****** *****************************, 3, *****. to get foreign customers to purchase additional and unnecessary car insurance. As a customer who recently rented a car from one of your stores, I was subjected to these practices, and I must say that I was extremely disappointed. When I arrived at the rental store, I was told that I would be required to purchase additional insurance, despite the fact that I had already purchased insurance coverage through my credit card company. The store representative went on to explain that my credit card insurance would not cover all damages, and that I would need to purchase additional coverage from Hertz in order to be fully protected. This was presented to me in a very intimidating manner, and I felt pressured to purchase the additional insurance, even though I knew it was unnecessary. I witnessed this same situation take place with another American family in front of me and later learned from reading the online reviews that this is a common tactic used by this store to increase revenue. As a customer, I find this practice to be deceptive and unethical. I believe that customers should be given accurate information about their insurance coverage options and allowed to make their own decisions without being subject to deceptive tactics. I never expected such unethical behavior from a prominent company such as Hertz. I am therefore requesting that you take immediate action to address this issue and ensure that all of your rental stores operate in an honest and transparent manner. I also urge you to provide better training to your representatives to ensure that they are giving accurate and complete information to customers. Thank you for your attention to this matter.Rental Agreement ********* Invoice nbr ************ Date 03/22/2023

  Business Response

  Date: 04/11/2023

  
  BBB Complaint: ********
  RR#*********
  This is in response to ***********************.
  

  ******** services are provided at the commencement of the rental, customer may accept or decline the ******** Services offered at the counter. If the Insurance coverages are declined, the customer will be responsible for any damage to the Hertz vehicle up to the deductible amount.
  

  Upon my review of the attached rental agreement, I can confirm that the Collision Damage Waiver, Theft protection, and Super Coverage were accepted at the counter. Regrettably,we are unable to confirm a verbal conversation at the counter and rely on the rental agreement to confirm that the charges are correct.
  

  Based on this information, we respectfully decline your request for a full refund.However, as a onetime goodwill gesture for half the coverage in the amount of $82.28 to the credit card on file. Please allow 5-7 business days for processing.
  
  While I understand this is not the outcome you were anticipating; we hope that you respect our position on this matter as we find it fully addressed.
  
  Thank you for contacting us. 

  Customer Answer

  Date: 04/12/2023

   
  Complaint: 19864069
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:03/29/2023

  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.

  We made a reservation with Hertz Car rental several months before our trip in February 2023. We were to pick up a care at the Liberia Airport at 3:00 PM on Feb. 19 and the total cost on the confirmation#********** was $2060.56. This vehicle was reserved for 3 weeks and one day.When we arrived in ******* on Feb. 19, we went to the Hertz rental counter to pick up our vehicle. The agent at the counter was able to find our reservation but communicated to us that Hertz had no vehicles. He said that there were issues with overbooking on the Hertz reservation system and that he couldnt guarantee that cars were available. After several phone calls, our agent told us that he was able to locate a similar vehicle with an affiliated company, Tico Rent-A-Car. He told us that Hertz would honor our reservation and that we could settle this agreement when we returned. He provided us with a contact for the substitute vehicle and said that this company would deliver our vehicle the next day. In addition, he told us that he could arrange a taxi to take us to our hotel in *****.Issues:1. We were required to pay for the taxi that Hertz arranged for us cost was $90 2. When we received the agreement from Tico Rent-A-Car the next day, they communicated to us that the cost was significantly higher than what our reservation was with Hertz the cost for this rental was $3,465. We did not feel that we had another option for our trip so we agreed to this contract, assuming that Hertz was going to reimburse us for the extra costs, as indicated by the agent at the counter. 3. The vehicle provided by Tico Car Rental was very old and in poor condition. This was not at all what we expected when we rented from Hertz. This vehicle was a 2009 ****** and had 350K kilometers on it. The seats and interior were very stained and overall was very old and dingy.4. During our vacation we had 2 incidents with this vehicle first, our tire needed to be patched and second, we needed a new key due to issues with the steering locking system. I believe that these issues were due to the fact that this was a very old vehicle and not what we expected to rent in our agreement with Hertz.When we returned from our trip, I promptly sent in a customer service complaint with ********************** outlining this situation. We received a response from Hertz on this case with only an apology about this situation, and they indicated that this case does not support a refund. I have followed up with calls to Hertz customer service and have found them unwilling to provide any compensation for this issue.

  Business Response

  Date: 03/31/2023

  Complaint ID: ********
  ********************** Reservation: Unknown

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

  We sincerely apologize for the inconvenience you experienced when we were unable to honor your reservation because a vehicle was not available.  Although our reservation system is designed to provide a vehicle at the time and place requested,situations can sometimes develop that prevent us from honoring a reservation. 
  
  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. Contrary to the poor impression this experience has left with you, this is certainly not representative of the high quality of service we strive to give our customers.
  
  In order to consider reimbursement for additional expenses incurred for the alternate transportation, please supply us with a copy of the itemized invoice received from Tico Car Rental. Additionally, we will need a copy of the credit card statement showing the charges billed in U.S. dollars to Tico Car Rental as well as your itemized confirmation email from Hertz showing your confirmation ID number and the breakdown of estimated charges.
  
  While we regret you were unhappy with the vehicle provided to you by the other rental agency, as we have no control over the other rental agencies vehicle fleet, we recommend contacting them directly to address any concerns you may have with the vehicle they provided. 

  Customer Answer

  Date: 03/31/2023

   
  Complaint: 19864041
  
  I am rejecting this response because: Hertz has not agreed to any resolution.  They have only asked for supporting documents that I have now included in this response.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 04/05/2023

  Complaint ID: ********

  Res#: K2280822253

   

  We have located your Hertz reservation and reviewed the receipt you provided from Tico Rent A Car. A review of your Hertz reservation indicates it was for the dates of 02/19/23 - 03/13/23. However the receipt from Tico is 02/13/23 - 02/20/23. Please explain so that we may better assist. 

  Customer Answer

  Date: 04/07/2023

   
  Complaint: 19864041
  
  I am rejecting this response because:  I have been unsuccessful in trying to correct the dates on the agreement with Tico Rent-A-Car.  The actual dates should be pick up on Feb. 20 and return on Mar. 13.  It appears that the Tico agreement has the correct date of Feb. 20 (although they call it departure) and then they inadvertently typed in Feb. 13 vs Mar. 13 as the date of the pick-up.  I was required to sign this agreement on a cell-phone and it was very difficult to read.  I have included my flight itinerary as proof of my travel to ******************* hope that this will be adequate documentation for you to proceed with this claim.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 04/11/2023

  Complaint ID: ********

  Res#: K2280822253

   

  Please be advised the airline document you mentioned was not included in the attachments. While we can't determine if there is an error with the dates provided on the rental receipt for the competitor, in the interest of customer service we can provide  ***** Gold points to your Hertz Gold account which equates to one free standard week. Please advise.

  Customer Answer

  Date: 04/11/2023

   
  Complaint: 19864041
  
  I am rejecting this response because:  Hertz has indicated that I did not include the flight reservations for verification.  I am including this now in a different format that they should be able to review. I would like to receive a repayment of the payment that I made.  I am not confident that I could use this award in the near future.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 04/27/2023

  This is in response to ***********************
  
  
  While I do understand your frustrations with this matter, Regrettably,per our Terms and Conditions booking a reservation does not guarantee a vehicle, the booked reservation holds a rental at the rate shown at the time of booking. Whilst we do state that a vehicle from the class booked may be available, we cannot guarantee a vehicle at time of pickup. On rare occasions,unforeseen situations arise that are beyond the branches control. This is usually caused by late returns, extended rentals, damaged vehicles etc. With this in mind **** loyalty points is reasonable.
  
  Thank you for contacting us.

  Customer Answer

  Date: 04/27/2023

   
  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 do not feel this is fair but I will take ***** points.  How will this be awarded?

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

  Customer Answer

  Date: 07/11/2023

   
  We agreed to a settlement on this complaint in August but I never received the points that we agreed to and they do not have a record of this settlement. 

  Business Response

  Date: 07/12/2023

  Complaint ID: ********
  ********************** Res#: ********************** correspondence is being sent in response to ***********************. 

  The points are added to your Gold Rewards account and can be reviewed by logging into your account via the ********************** website or mobile app. 

  Customer Answer

  Date: 07/20/2023

   
  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:03/29/2023

  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 was rear ended in a Hertz rental car on September 19, 2021. I filed a police report, filed a claim with my insurance, and the person who hit me filed a claim as well. In august 2022 I received a letter from a debt collector (never contacted before this) saying I owe $1,464.06. After months of contacting Geico (my insurance) and Allstate (person who hit mes insurance) I thought this was resolved. But I was contacted yesterday saying I still owe this money. When I call Hertz, they say they have no record of the accident. Allstate was able to give me an itemized receipt of the damages and hertz is claiming there was damage to the front of the car which never occurred during the accident or my time with the rental. Hertz does not answer any of my questions regarding the incident, always claiming they have no record of it. Yet, a debt collector is still reaching out saying I have to pay money for an accident that was not my fault and I had insurance. I am getting no where trying to resolve this on my own and I want this debt off my record.

  Business Response

  Date: 03/31/2023

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

  I sincerely apologize for the inconveniences that you are encountering. However, please reach out to Claims Team at-  ************** for further assistance.

   

  Kind regards

  Customer Answer

  Date: 04/03/2023

   
  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. It took over a year for them to close the claim and was exceedingly difficult to contact anyone with any information, but I was told the claim was closed. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:03/28/2023

  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 number ********* I rented a vehicle for 2 days March 27, 2023 online and prepaid, I picked up a Kia **** and wasn't shown the car just given the keys. I had no idea they send you "pre-rental photos" of the car via email. I wasn't informed of this. I was helped by ******, branch manager. After the transaction she gave me the key and said car is out front (had to ask where because I didn't even know what the car looked like) I was surprised she didn't walk me to the car to look it over for inspection or ask If I had any questions about driving it. She just left out back.I need to rent a safe car to drive to a distant town to see my daughter in a hospital; on the way home late dark and raining the back tire popped and went flat. I pulled into a nearby CVS but it was closed. I called Hertz roadside assistance 3 times and over an hour on hold to find out they wouldn't help me because I didn't purchase the waiver. I wasn't aware of this either (****** didn't explain anything to me) now I had to search and call for someone to help another hour later and $85 paid in cash I found a company to come. I was scared in an town I didn't know and hertz didn't care; didn't even answer the phone. I am disgusted with all of this - I called ****** the next day and she was so rude; just said you have to pay for a new tire and didn't care about the situation or that she never showed me the car or inform me of the pre-rental photos. She should not be in a customer service role - I was appalled at how she spoke with me. When I asked for general managers name she yelled no and said I could have it when I returned the car. Then said oh I thought you wanted his phone number - I will not give you his phone number and you will pay for a new tire. So rude said because I got in the car and didn't ask questions - it is my fault. Be aware of the pre-rental photos they email you and don't inform you of. She insisted I should have known; very rude. HORRIBLE EXPERIENCE

  Business Response

  Date: 04/04/2023

  Complaint ID: ********

  RR#: *********

   

  Thank you for contacting us. I apologize for your dissatisfaction with your rental experience. Please be advised a walk-around is not performed as the vehicle is pre-inspected and any issues are noted prior to being put in our ready area for rental. Because the flat tire occurred during your rental you are responsible for it as the vehicle had no issues prior to it being rented to you. 

  I sincerely apologize for the behavior exhibited by our employee, please rest assured this matter will be shared with the appropriate management for immediate corrective action. 

  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: 04/04/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  The branch manager screamed at me outside in the parking lot because I had additional questions. Also the procedure of no walk around was not explained to me when renting or was adding a waiver. I cant believe how disrespectful and condescending I was treated not to mention I was stranded late at night and hertz roadside assistance failed to answer in a timely manner. I have never experienced this horrible treatment at previous rentals.

  the manager has me in tears

  I am asking for a refund of the tire and fixing the flat. Again because I am told the car has no issues I have no proof of this or a defective tire.

   

  Sincerely,
  
  ***** Dos ******

  Business Response

  Date: 04/05/2023

  Complaint ID: ********

  RR#: *********

   

  Again, I sincerely apologize for the behavior of our employee. 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.

  We respectfully decline your reimbursement for the tire as there was no issue when the vehicle rented to you. Furthermore, you did not purchase our insurance to cover such matters. 

  As a gesture of goodwill I have provided 950 gold points to your Hertz Gold account to use towards a future free rental. 

  Customer Answer

  Date: 04/05/2023

  
  Complaint: ********
  
  I am rejecting this response because: 

  I do wish you addressed the fact that HERTZ roadside assistance failed to answer the phone for one hour. Also my question of a defected tire was not addressed. I did not purchase the insurance you are correct but I was also not advised at time of rental or asked to purchase this. The branch manager acting on behalf of Hertz did not act professional, with respect or any compassion or empathy at all. She was very mean to me; I wouldn't wish this experience on anyone.

  Again I was stranded at night alone and couldn't even connect with Hertz roadside assistance. I cannot imagine you would want a manager to make a customer cry not once but twice. I needed to rent a safe car to visit my daughter in an hospital after a severe mental health crisis. I am appalled at this denial.
  
  Sincerely,
  
  ***** Dos ******

• Initial Complaint

  Date:03/28/2023

  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.

  The rental record number is 167003082.I am being charged for a vehicle that had no key fob and would not restart without a fob so I had to call Hertz to get a towing service to tow the vehicle back to the original location to get an exchange vehicle. Upon arrival for pick up, I was told which car I can utilize, a physical key was in the ignition, little did I know the WHOLE key to unlock and lock the vehicle was not there. There was no fob found in the vehicle after checking everywhere in the car, there was no key hole on the door to unlock the car with a physical key. I had to open the trunk and climb into the car that way to retrieve my items. After 5 calls to Hertz, I was told that three tow trucks could not get into the location that the vehicle was in, and was informed to leave the car and it will be picked up. I am now noticing on my receipt that was not provided to me after return that I am being charged a towing fee a tow that never happened and which I was not informed about during my call, as well as also being charged a lost key fee of $250 when the vehicle was given to me without an actual key fob. I returned my vehicle on 3/26 at night and still have not (as of today, 3/28) gotten an email confirmation stating that it was returned. I went on the website today and looked at my receipt. I returned my vehicle at the ***************. They have all of their return vehicles pulled up and customers are told that they will be emailed a final invoice of all charges and to leave the keys in the car. The key for the exchange vehicle that I was physically driving during my trip were in the car upon return. I was never advised that I would be charged fees for any of this, and had spoken to multiple employees at this location and explained everything that occurred to them. I have contacted customer support to no avail or solution.

  Business Response

  Date: 04/04/2023

  Complaint ID: ********

  RR#: 167003082

   

  Thank you for contacting us. Please accept my sincere apology for any inconvenience caused. A review of our records indicates you contacted our **************** team to dispute the charges. A refund was provided for the tow and key in the amount of $370.06 on 03/30/23. It can take up to 7 days for the refund to post to your account.  Again, I apologize for any inconvenience we may have caused. 

  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: 04/04/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not satisfactory to me as a customer but is accepted.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:03/28/2023

  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.

  Threatening (longtime loyal) customers like myself with collections. Losing class action lawsuits. The list goes on. What is wrong with this company? I would like to give them the benefit of a doubt but a recent rental ********* leaves me no other choice but to leave this complaint. When Hertz will not provide any receipts and a breakdown of "impound/storage fees" they are not valid charges. WHY are they not able to provide those? Of course they exist because they were paid to a 3rd party. What are they hiding? While I am taking full responsibility for the towing that incurred, I also have the amount for that towing and fees ($400), per conversations with the towing company and the city as well as posted rates, yet Hertz arbitrarily added on an additional $556.35 of mystery impound/storage charges and refuses to provide documentation supporting these charges. The car went back into service the next day. These are fraudulent business practices. Really disappointing.

  Business Response

  Date: 04/05/2023

  Complaint ID: ********

  RR#: *********

   

   

  Attached is the invoice related to tow and impound fees related to the vehicle you rented. Please note the total charge was $956.35 which is the amount Hertz charged you. These charges are valid, therefore no adjustment is warranted. 

  Customer Answer

  Date: 04/05/2023

  
  Complaint: ********
  
  I am rejecting this response because based on what was sent Hertz authorized a third party to pay another third party yet cannot  provide *any* breakdown of the impound/storage fees from Beach Towing cited on the invoice. And why is one towing company including **********************'s charges on their invoice? And with no detail? That is not acceptable or binding under any circumstances especially when the Hertz customer is ultimately the one paying both companies. 

  I have now asked Hertz five times to provide valid support of these charges to no avail. Since Hertz cannot or will not provide an actual paid receipt with dates and supporting documentation/breakdown for $722.65 of "impound/storage" fees, this is unresolved at this point. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 04/07/2023

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

   

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

  
  Thank you for getting back to us.I appreciate the opportunity to review your concerns.
  
  I understand your dissatisfaction with our reply. However, the towing of $233.70, and the impound was $722.6 are correct. While I understand this is not the outcome you were anticipating, I hope you will respect our decision on this matter. We appreciate the time you took to share your feedback.

  
  Regards,

  Customer Answer

  Date: 04/07/2023

  
  Complaint: ********
  
  I am rejecting this response because: Hertz continues to avoid addressing the issue at hand, which is the significant charges from Beach Towing that have absolutely NO supporting documentation or details not to mention it's a line item on a different company's towing invoice, which raises a lot of other questions. If it's correct, then prove it with valid support. Otherwise we can proceed to court or arbitration and they will decide the outcome. So very disappointed in a company I have been incredibly loyal to over the years. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:03/28/2023

  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.

  We had a reservation to pick up a car today. We called them just before arriving their location to let them know we were almost there to pick up our car rental.They told us the didn't have any vehicles available for us. Then after I let them know I was unhappy, they said they could rent me a ****** Kick in place of the Tesla Model 3 I already paid for.Problem solving skills were zero, as they didn't suggest any solutions other than a car not suitable for a long drive.Not apologetic and not sincere. I understand there are possibly challenges keeping rental cars in stock. Communication would help, even if they were out of stock, a call, a sincere apology or some problem solving could have sent this problem in a more positive direction.They made the reservation and charged my card, hoping I would just let them process the reservation as a no show or cancelation.

  Business Response

  Date: 03/30/2023

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

  We sincerely apologize for the inconvenience you experienced when we were unable to honor your reservation. Although our reservation system is designed to provide a vehicle at the time and place requested, on rare occasions, unforeseen situations arise that are beyond the branches control. This is usually caused by late returns,extended rentals, damaged vehicles etc. When it does occur, our policy is to provide a vehicle from the next available group at no extra cost. 

  We regret the offered vehicle was not suitable for your travel needs and have confirmed a full refund of your prepayment has already been processed to the charge card on file. Attached is a refund invoice showing this adjustment. We are happy to see the prepayment has already been refunded to you as a result of your rental not taking place with Hertz and appreciate your feedback. Rest assured, your concerns have been shared with appropriate management. 

   

  Customer Answer

  Date: 03/30/2023

   
  Complaint: 19860263
  
  I am rejecting this response because:
  

  You say they should have offered me a car from the next available group at no additional cost, but the only available group was a big downgrade from what I originally reserved.

  That office really should have found me a suitable vehicle like the one I rented or better from another location.  That was never an option.

  If I had canceled, due to an extenuating circumstance on my end, the penalty for such cancelation last minute is costly.  Yet when it is the other way around, there is little to no effort made to right the problem and get me a suitable rental car.

  Looking at the online reviews, it is apparent this is an ongoing problem for this location, that will never be corrected.  I wish I had seen the reviews before I paid for the rental.

  I feel like the penalties for cancelation should go both ways.

   

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

  Business Response

  Date: 03/31/2023

  BBB Case 19860263
  ResID No: K4283783434
  
  This is a response to *******************
  
  We appreciate your feedback, please be assured we are taking steps to adapt to the new demands within the travel industry. As previously advised, a full refund has been issued to the card on file. As such, no further compensation is due. While I understand this is not the desired outcome, please be assured we took the utmost care in reviewing your concerns.
  
  Thank you for contacting us.
  
  
  ****************
  Executive Customer Service
  ******************************