Complaints

This profile includes complaints for Hertz's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Hertz

  8501 Williams Rd Estero, FL 33928-3325

• 

  Hertz

  PO Box 31166 Tampa, FL 33631-3166

• 

  Hertz

  2905 N 32nd St Fort Smith, AR 72904-4202

• 

  Hertz

  114 International Way Huntsville, AL 35824-0000

• 

  Hertz Corporation

  2300 N Airport Blvd Springfield, MO 65802-7536

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:03/24/2023

  Type:Product 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 am writing for a possible reimbursement of a hotel room. I had a one-way rental from ******* to *******. while driving the tire began to lose pressure traditionally my husband would have put the spare on and continue to drive. However, we had a in operable **** there was a piece missing. We called Hertz roadside assistance afterwards around 1:30 am we were told that the tow truck would be there in 75 minutes. Around 4 am after waiting in the car in the cold with my children the person I was corresponding with at hertz recommended we get a hotel and we did. Tow truck hertz sent didnt finish putting on the spare unit about 8:10 in the morning. We would not have needed a hotel room had we gotten assistance in a timely manner and the equipment in the rental was proper.Road side department powers by hertz said to reach out to corporate from refund for hotel now corporate is saying roadside should have put in notes about the hotel I have a screen shot of them saying reach out to hertz its a lot of back and forth

  Business Response

  Date: 03/28/2023

  Complaint ID: ********

  RR#: *********
  
  

   

  Please accept my sincere apology for any inconvenience you experienced. I have issued a refund for the hotel stay in the amount of $150.81 to your credit card. Please allow up to 7 business days for the refund to post to your account. 

  Please rest assured we will share your experience with the appropriate management for 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: 03/28/2023

   
  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:03/24/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This complaint refers to Hertz ************* Case # ******** I have been significantly overcharged without authorization for an upgrade on an existing/upcoming reservation as a result of an incorrect offer displayed to me through the Hertz app. Despite contacting multiple different customer service departments, they have refused to correct the error and the erroneous charge remains.Below is a summary of what happened:1) On 12/15/22 I reserved a medium seven passenger SUV for a prepaid rate of $843.85 (8/5-8/12 out of BOS).2) On 3/18/23, I went into the app to confirm dates of my reservation. An upgrade offer notification popped up that offered to upgrade me to an extra capacity SUV for a ***** of $87. I did not need or want to do this, but accidentally clicked the wrong button and the app proceeded to automatically upgrade me without any further confirmation.3) Inexplicably, I then received an email notifying me that my new rental rate was now $1197, or $353.15 more than the rate from my initial reservation (this additional amount has now been charged to my credit card without authorization). Even if I had intended to upgrade, this is $266 more than the ***** amount for the upgrade that was disclosed on the app ($87)!4) I immediately called customer service who refused to either correct this according to the upgrade fee disclosed to me on the app or undo the upgrade and honor my original reservation rate. Unbelievably, even if I were to go back to my original reservation for a 7 passenger SUV, customer service insisted I be charged the increase of $266 that was never disclosed and I never agreed to! They simply insisted "my previous rate is no longer available," despite the fact that I was charged this amount in obvious error.5) The BBB website says to reach out to the ************************** team if you are planning to file a complaint. They did not resolve the issue, and instead referred me to yet another customer service department. I reached out to this customer service department but the contact information was invalid, and my emails bounced back despite multiple attempts.This is completely unacceptable and a massive waste of my time. Hertz must either:1) Honor the terms of my original reservation for $843.85 for the 7 passenger SUV.2) At the very minimum correct the obvious error here honor the upgrade price of $87 disclosed to me on the app for the extra capacity SUV (total of $930). In other words, I'm willing to pay for the upgrade for the amount that was disclosed to me on the app even though I clicked the wrong button, I'm only asking for Hertz to fix their obvious error that has resulted in this significant and completely undisclosed $266 overcharge!

  Business Response

  Date: 03/30/2023

  BBB Case 19846906
  Res No: K34120150C5
  
  This is a response to ***************************
  
  I apologize for the unexpected charges you received for this upgrade to your reservation. As a gesture of goodwill for this, I was able to issue a credit of $353.15 to the card on file for the upgrade charge and you will still be able to use the upgraded vehicle upon pickup. Please allow up to 5 business days for the funds to post back into your account.
  
  Thank you for contacting us.
  
  
  ****************
  Executive Customer Service
  ******************************

  Customer Answer

  Date: 03/30/2023

   
  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:03/24/2023

  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 to rent a vehicle from Hertz at *********** from February 3, 2023 at 7:00 pm. CST to March 5, 2023 at 7:00 pm. CST. The reservation/confirmation number is K36610703F9 (see Hertz_Confirmation_K36610703F9.png).However, on February 3, 2023 at 12:41 am. CST, I received an email for Rental Record# ********* (see Hertz_Rental_Record_*********.pdf). I was home and not present at Hertz *********** at the time, so this rental agreement came as a surprise.When I went to Hertz *********** at 7:34 pm. CST to pick up the rental (as per my reservation), I asked about Rental Record# ********* and informed them that I was not present to pick up any vehicle at 12:41 am. CST. They did not offer any explanation as to what happened and agreed to cancel that rental agreement at that time.I did rent a vehicle as per my reservation from February 3, 2023 at 7:34 pm. CST to March 5, 2023 at 7:22 pm. CST (see Hertz_Rental_Record_143329012.jpg and Hertz_E-Return_143329012.pdf).On February 4, 2023, I received a return receipt for Rental Record# ********* in the amount of $98.63 (see Hertz_E-Return_*********.pdf). There was also a toll charge associated with this rental in the amount of $8.73 (see Hertz_PlatePass_Rental_Record_*********.pdf). I have since disputed these charges with my credit card company, but Hertz continue to hold me accountable for these charges, and they have not responded to my credit card company's inquiry into these charges as of today.I have discussed this matter with Hertz numerous times to no avail. Assumption is that their gate agent made a mistake when renting a vehicle to someone else with my reservation, as one of their managers did confirm to me that they have no safeguard in place to ensure that the vehicle is rented out with the correct reservation, but they still have not offered any explanation as to what happened and continue to hold me accountable.

  Business Response

  Date: 04/06/2023

  This is regarding to complaint #********.

   

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

  Our records show a credit in the amount of $98.63 was processed for  RR- ********* on April 5th. Please allow 5-7 business days for the funds to post to your account. Additionally, I emailed to the location to have the $8.73 that was I apologize for the inconvenience this has caused you. 

  Please know that we take all customer concerns seriously,and I want to thank you for allowing us the opportunity to review and address your concerns. Please do not hesitate to reach us directly at *************************************************** or if you prefer a phone conversation you may do so at ************.  

  Kind Regards,

   
  

  Customer Answer

  Date: 04/11/2023

   
  I have made further attempt to resolve the issue with the business after filing a complaint with the BBB.  Back on March 28^th, I finally received a response via email from a service manager for the Hertz location at ***********.  He did inform me that he has taken actions to resolve the issue and that a credit will be issued within the next 24 days.  However, I still have not received any official statement from Hertz regarding the credit issuance (especially now that I have successfully disputed the charge with my credit card company).  Therefore, I cannot accept the business response until I receive formal notification from Hertz absolving me from all responsibility/accountability for the erroneous rental.

  Business Response

  Date: 04/14/2023

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

  This correspondence is being sent in response to ************************ 

  We apologize for any concern caused by the billing error caused with your recent rental with Hertz. Please find a copy of the invoice for RR# ********* attached which shows this rental record has been zero balanced. Since there was a chargeback dispute on the invoice from your financial institution, the balance was moved to our Direct Billing team which we can confirm they have closed the file as of 04/04/23. 

• Initial Complaint

  Date:03/24/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My problem is that Hertz is attempting to have me pay for damage to a rental vehicle that I returned without any damage. The vehicle was rented 7/18/22 at 19:10 and returned 7/25/22 at 16:12. I received a receipt dated 7/25/22 showing charges inclusive of an added fuel charge as we did not return the vehicle with a full tank of gas. There was no mention at that time of an incident with the vehicle. Photos of the damage to the vehicle were taken 3 days later on 7/28/22 and showed "T-bone" crash to the driver side driver door area. The first contact from Hertz regarding damage to the vehicle was an email sent to me on 10/10/22 which I thought was a scam since it was almost 3 months post returning the vehicle. I phoned the recovery specialist who sent the email and was told it was an actual claim and was given the contact ***************************, Team Lead Recovery Specialist, Central Recovery Unit, ************, The Hertz Corporation. I phoned ***** and stated that there was no damage when the vehicle was returned and asked to have photos sent. The photos were sent showing a "T-bone" crash that was major and would have been reported to the police if it had happened while I had the vehicle. After reviewing the information that ***** sent, I replied by email on 10/14/22 that this damage did not occur while I had the vehicle and I did not hear anything back from Hertz. I then received a letter from debt collector *************************** stating they were trying to collect a debt that I owe Hertz Corporation of $1860.87. I have emails saved with my correspondence with Hertz Corporation.

  Business Response

  Date: 03/31/2023

  
  BBB Case ********
  Res No: *********
  
  This is a response to ******************************
  
  I apologize for the difficulties and inconveniences you experienced as a result of this damage claim. Upon my investigation it was found that the claim was invalid and has been waived as such. You no longer owe for this damage and should receive no further correspondence on the matter.
  
  Thank you for contacting us.
  
  

  Customer Answer

  Date: 04/01/2023

   
  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:03/24/2023

  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 rented a car from Hertz at *********** airport when I had car problems. I extended my rental when I was having difficulty finding a reliable used car to purchase. Each week they charge me $312. They said that I could extend the rental for 28 days maximum, but then I would have to come in to renew my contract. I drove down to *********** airport again toward the end of that contract to renew the contract. I explained to the person at the counter the situation. The person at the Thrifty / Hertz counter ran my card again, gave me a receipt and I left. I called the following week to extend. They said the person did not renew the agreement when I drove down to *********** again. They (*******) demanded I come back again to renew. I explained that I have to work long hours days in a row, could they extend it one more week, since I drove all the way down there already. They refused. This driving back down there again after I already went there is stressing me out, since I am planning on getting only four hours sleep each night without going there. I am already exhausted. This is very inconvenient for me. The individual should have renewed when I went.

  Business Response

  Date: 03/24/2023

  BBB Case 19641879
  
  This is a response to ***********************
  
  Unfortunately,there were no specific details included in your query and we are unable to locate your rental by name alone. We have also been unable to locate a reservation confirmation by using your provided email address or phone number.We would like to make a meaningful investigation into this matter but will need more information to do so.  Please provide us with your 9-digit Hertz Rental Record number or your 11-digit Hertz reservation ID number (begins with K or J).  Once received, we will be able to further review your concerns.
  
  Thank you for contacting us.
  
  
  ****************
  Executive Customer Service
  ******************************

  Customer Answer

  Date: 03/27/2023

   

  They sent an invoice from the following email:

   

  *********************

  Hertz 1001
  1001 **********
  *********** ********* 37421
  *************
  
  
  Customer Information: Transaction Information:
  Street:
  Zip Code:
  
  Force
  

  
  Date: 03/24/2023 16:54:04
  Merchant ID: *********
  Terminal ID: *********
  Invoice No.: 676276C
  Amount: $277.40
  Card Number: ************0452
  Response Msg: Approved
  Auth Code: 021422
  Auth Mode: Issuer

   

  Where do I locate what you are asking for?

  Business Response

  Date: 04/06/2023

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

  As your rental is currently taking place as well as the fact the rental was provided by the Hertz location in ***********, which is an independently owned and operated licensee franchise location, your concerns were forwarded to the licensee owner of the branch for their further review and assistance. We have received their response at this time and they have advised that per their location policy, they have a 2-extensions ***imum with a *** at 28 days. Unfortunately, after this is met, customers will need to visit the branch to re-write the rental contract at that time. The branch has advised that they are unsure what return date you are needing the vehicle until; however, your current contract is scheduled for return on 04/07/23.  They have advised that they can look into extending your contract for you so that you can avoid traveling to the location. In order to do so, please contact the licensee directly for assistance on your open contract. 

  Customer Answer

  Date: 04/11/2023

   
  Complaint: 19641879
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  I drove all the way down there to redo my contract. The cashier gave me a receipt and I left. Later when I called to extend they said I had to come down there to renew my contract even though I had already drove down there the days prior. They did mention (boastfully) they were a franchise, and corporate would not deal with my complaints. If that is the case, where should a customer turn? If they made the mistake to not redo the contract, the customer should not be required to then jump through the hoops again. 

  Business Response

  Date: 04/17/2023

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

  Reservation# K4004352487

   

  Dear ***********************
  
  
  Thank you for your inquiry. I appreciate the opportunity to review your concerns.
   
  I appreciate you bringing this matter to our attention. The Hertz location *********** Airport is an independently owned and operated licensee franchise.  The licensee owner purchases maintain and ensure his or her vehicle fleet. Claims and disputes are processed by the Hertz licensee involved.  Therefore, we have forwarded yours for review.
  
  We have received their response at this time and they have advised that per their location policy, they have a 2-extensions ***imum with a *** of 28 days. Unfortunately, after this is met, customers will need to visit the branch to re-write the rental contract at that time. The branch has advised that they are unsure what return date you are needing the vehicle until; however, your current contract is scheduled for return on 04/07/23.  They have advised that they can look into extending your contract for you so that you can avoid traveling to the location. To do so,please contact the licensee directly for assistance on your open contract. 
  
  I appreciate the opportunity to address your concerns.

  Customer Answer

  Date: 04/18/2023

   
  Complaint: 19641879
  
  I am rejecting this response because:
  

   

  I went into the branch to renew my contract within the period stated. Evidently the person behind the counter did not renew the contract but instead merely ran my card for another week. I did not realize this until they told me to come back to the branch again although I had already went back within the guidelines.  They did mention they were a franchise and boldly stated I could not call a corporate office concerning the unreasonableness of the situation. How do I deal with a grievance with a place run in the Hertz name although they state they are independent?

   

   

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

• Initial Complaint

  Date:03/23/2023

  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.

  March 21st, 2023 I was scheduled to pick up a car from Hertz at 10am. I arrived at 10:30 (I always try to give Hertz a buffer). When I arrived, there was a line of ***** people waiting for cars. I had to wait over an hour (closer to 80 minutes) for a car to be available, and the type of car requested was not available. I received an electric vehicle, but I paid for a premium sedan. I was so late to my meeting that the meeting was cancelled. Even though I am President's ****** and rent with Hertz all the time, there seemed to be only one person working the counter. The vehicle I was given (Polestar?) was only at 30% charge...by the time I arrived to the meeting I was at 10% charge, I had to find a charging station, pay for the charge, wait an hour and then I missed the next meeting too. I rent with Hertz all the time. 90% of the time everything is great. This was pretty insanely bad.

  Business Response

  Date: 03/24/2023

  Complaint ID# : ********
  Hertz RR#: 166085872
  
  This is in response to *****************************. Thank you for allowing me to address your concerns related to the wait time at the location and the electric vehicle and its charge level at the time of rent.  
  
  Our records indicate that the rental began at 11:59AM. Although slight delays may be expected, we understand that an extended wait time is not ideal. It is regrettable;  the incidents you recounted having experienced that prompted your contact to the BBB. We always want to provide quality vehicles as scheduled along with efficient service so that you may continue your journey as planned.
  
  The electric vehicle charge level is also of concern to us, we make every attempt to provide our vehicles with a full charge; however, in some instances this may not be feasible.  I can confirm that you were not charged on your contract for any charging while on rent. 
  
  Considering this information, I want to take this time to apologize for the inconvenience in this matter and advise that we have elected to add 950 points into your loyalty account to be used towards a free rental with us. The points are available for immediate use. 
   
  We appreciate your loyalty and look forward to serving your future rental needs. 
  
  Thank you again for allowing me to assist in clarifying this matter as we take your concerns seriously.
  
  Kind Regards, 

  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 satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:03/23/2023

  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.

  Hi, I rented a car with hertz # K3940653950 and was told I would be charged $162.49 after all taxes and fees, on my credit card its over $600, when I called, they said that they will review and refund partially, but ever got any answer yet.

  Business Response

  Date: 03/24/2023

  Complaint ID: ********

  RR#: 143932762

   

  Thank you for contacting us. A review of our records indicates your reservation was booked as a two day rental with pick up and return to **************. However, you returned to *****, ** which resulted in a one-way fee of $160.00 and it was 2.5 hours after the second day which resulted in a 3rd day rental. Per your attached signed rental agreement you accepted Loss Damage Waiver (LDW) and Fuel Purchase Option (FPO).  The total charges were $642.56 but Hertz was only able to collect $621.00, therefore there is currently a balance owed of $21.56. Based on this information we have confirmed you were correctly charged. 

  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: 03/24/2023

   
  Complaint: 19640512
  
  I am rejecting this response because:

  I purchased from Priceline for $162 for 2 days.

  So for another day and $160 charge location fee is $640?

  Doesn't add up at all!!!

  Also, they told me on phone that there is never a charge of charging location.

  Only fuel I accept.

  I need a refund please

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

  Business Response

  Date: 03/27/2023

  BBB Case: 19640512
  Rental No: 143932762
  
  This is a response to *****************************
  
  As previously advised, our records show that the vehicle was returned late and to the incorrect location, incurring more charges. You were charged a daily rate of $61.09 per day for 3 days totalling $183.27. Additionally, you were charged $38.77 for the Concession Fee Recovery (CFR), $160.00 for the intercity fee,$104.97 for the Loss Damage Waiver (LDW), $54.87 for the Fuel Purchase Option (FPO), $41.97 for the Toll Package, and $100.68 for the remaining taxes and fees.Adjustments and credits are based on documented information and based on what was stipulated in your signed rental agreement, you have accepted the vehicle and the rental Terms and Conditions. As such, no refund is due. While I understand this is not the desired outcome, we stand by the final charges billed.
  
  Thank you for contacting us.
  
  
  ****************
  Executive Customer Service
  ******************************

• Initial Complaint

  Date:03/23/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I arrived in *********** with a reservation #********* from he Army for a compact rental at Hertz in the Airport.When I arrived on 2/27/2023 I was given my rental contract reflecting the Government Admin rate @$46 per day and a unlimited mils for $5 per day, totaling $150.99. I was told to take that ticket upstairs and give it to the guy in the parking area to get my car.After going upstairs, the guy told me to take the vehicle to the left of the maroon vehicle. I pointed and asked him that one, and he said yes the keys were in the car. When I got to the vehicle, i walked around it to make sure it was ok, and no dents or scratches, then i spent about ten minutes inside it learning how to work all the controls. Once I did, I proceeded to the exit gate where I handed the young man my ticket. He told me to hold on one minute, and I thought it was odd he was texting someone on his phone, but shortly said I was good to go and opened the gate. At this point I did not think anything was wrong.I returned back on 03/01/2023 to head back to my duty station, filled the tank and returned to the garage before my flight. I opened the window and asked them what i needed to do, and was told just leave the keys and the receipt would be emailed to me.When I got back home, I did not get the receipt until the next day when I returned to my office, and seen that they had charged my Government travel card $231 per day extra for a total of $741.32. I tried to immediately call the site, but there was no answer. I tried multiple times but finally decided to call the corporate. They opened a case and said within **** days they would have it resolved and would email the *********** site to speak with the manager. . I traveled back to *********** the following week, and the manager said they have not gotten anything, but would look into it and contact me. I did not get contacted, so I have called to follow up with them continuing to not return calls or resolve this matter.

  Business Response

  Date: 03/24/2023

  Complaint ID# : ********
  Hertz RR#: 154794463
  
  This is in response to *******************************. Thank you for allowing me to address your concerns related to the upgrade costs attached to your rental. 
  
  Our records indicate that the upgrade was added to the contract at the time of pickup. This upgrade price is meant to be for a premium upgraded vehicle and I can confirm the class booked and vehicle received were both not a car class to warrant the price charged for an upgrade. 
  
  Considering this information, I want to take this time to apologize for the confusion in this matter and advise that we have elected to process a refund for the amount of $590.82 as we have determined the upgrade was excessive in amount compared to the vehicle type and class provided. Please allow 7 business days for the credit reflection on the card used to pay for the rental. 
  
  In the future, please scan over page one of your rental agreement prior to leaving the exit gate in an attempt to minimize mishaps such as this. We appreciate your loyalty and look forward to serving your future rental needs. 
  
  Thank you again for allowing me to assist in clarifying this matter as we take your concerns seriously.
  
  Kind Regards, 

  Customer Answer

  Date: 03/24/2023

   
  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:03/23/2023

  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 pre paid and reserved a rental for 3/10/2023-03/12/2023 (***********) however I never received the rental and because apparently for the particular model I reserved (Tesla 3) I would need a credit card to put the hold on. Which was never at the time I made the reservation and I only had my debit card. When I asked what my alternatives were the only other I option was to take an economy sized car for more money which I absolutely did not want to do. It did not make sense to pay more for a downgrade. So I walked away with no rental. I called the customer service line the next day in order to receive a refund. A representative assured me my refund was in process and would take **** business days. I am not on the 12 business day and I called back to customer service to ask where my refund is. I was told unfortunately it wasnt processed properly and that Id have to wait another **** business days which at the point could be a potential 22 days from when I originally requested my refund. Ive recently been diagnosed with Rhabdomyolysis and Im not able to physically work at the moment and need my refund much sooner then that

  Business Response

  Date: 03/24/2023

  Complaint ID# : ********
  Hertz Reservation ID#: ***********
  
  This is in response to *********************. Thank you for allowing me to address your concerns related to the refund of your prepayment. 
  
  I can certainly understand the time frame for return of your prepayment may appear as a long time when advised that it takes **** business days for reflection. Please accept my apology in any misunderstanding or delay you may have experienced. 
  
  Our records indicate that the payment had to  finalize before we would process a refund against the charges. When a rental is prepaid and not used witthin 24 hours we are unable to process a refund as the charge is still pending although the funds have been made unavailable at your bank. 
  
  Although I can confirm a refund was processed on 3/22/2023; this processed has been expedited by the Billing team to insure your wait time is lessened from the **** business days. 
  
  Thank you again for allowing me to assist in clarifying this matter as we take your concerns seriously.
  
  Kind Regards, 

• Initial Complaint

  Date:03/23/2023

  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 work for **** as a driver. Every week I rent from Hertz, a Tesla Model 3 for my work, since 11/21/2022. At the cost of $441.85 per week. This cost includes the *************************** It also includes a replacement vehicle in the event of any incident that leaves the car undrivable. On Monday, 02/27/2023 I was transporting an Uber customer from his home in Mt *******, **. to work in ****************, Mi. While riding down **************, I heard a loud bang in the rear of car. The Car blew a tire. I called Hertz Roadside Emergency around 8:45p. They gave me a new Ref# ********** They informed me that they would dispatch a tow truck there and dispatch a Lyft to get me home when the tow truck arrives. On 02/28/2023, around 12p. noon I called Hertz in Livonia (where I rented car from) spoke with ******, to get a replacement vehicle, he informed me that they hadnt received my vehicle yet. Around 1p I called Hertz (Livonia) again, spoke with ****** the manager. He informed me that the tow truck driver had delivered the vehicle to the wrong Hertz location and that I needed to call Hertz Roadside Emergency again and have it delivered to the Airport location. Next call I received a call from *****, on Friday 03/03/2023 at 10am. He stated that he was a representative for Hertz, and he assured me that he would resolve the issue. However, they still couldnt locate the car that was towed for Mt. ******************. I waited the entire weekend and lost an entire week of work due to this negligence. I would like to be reimbursed for the Rental amount that I paid up front for use of the vehicle during that period ($189.36). That due to No Fault of my own, I couldnt use the vehicle. Also, I average about $950 per week in income that I lost, due to No Fault of my own. Because Hertz couldnt provide a replacement vehicle in order for me to work, because they LOST the original vehicle. Please let me know how we can resolve this issue and I can get back to work.

  Business Response

  Date: 03/24/2023

  Complaint ID: ********

  RR#: 152055912

   

  Please accept my sincere apology for any inconvenience you experienced. A review of our records indicates our Customer Relations team issued a refund for two days of rental and Loss Damage Waiver, plus taxes, and fees in the amount of $157.54. The refunds were issued in two separate amounts ($137.16 on 03/11 and $20.38 on 03/21) please allow up to 7 business days for the refunds to post to your account. 

  I sincerely regret your rental experience with Hertz did not meet with the high standards of service we strive to maintain. As a service oriented company, we rely on customer feedback to help us maintain and improve our service performance standards. Please be assured your feedback will be shared with the appropriate Hertz management to prevent recurrence.