Business Profile

Auto Rentals and Leasing

Hertz

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Important information

Customer Complaint:
Hertz requests and BBB recommends that if you have any complaints or concerns, please contact Hertz's Executive Customer Service Team at [email protected] or (239) 301-7000 prior to contacting BBB.

The customer experience information and complaint history provided in this BBB Business Profile reflects Hertz's worldwide operations. BBB Serving West Florida services all customer complaints and reviews for Hertz and its locations throughout the world.

Complaints

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

Customer Complaints Summary

7,207 total complaints in the last 3 years.
1,728 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:03/17/2023
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 booked a car from Hertz online . A car and price were confirmed. When I went to pick up the car, Hertz charged a different price and figured the cost in a way entirely different from what they showed online. They also gave me a car that was different from the one they showed online at the time I booked the reservation.
Business Response
Date: 03/21/2023
Complaint ID: ********
RR#: *********

Thank you for contacting us. A review of our records indicates you were correctly charged based on your reservation quote. The daily rate was $74.10 which reduced to $66.69 per day with a $10% discount. The total charge increased due to your acceptance of ******************* ($49.36). Attached is your signed rental agreement.
As you were correctly charged a refund is not warranted. 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: 03/21/2023

Complaint: ********

I am rejecting this response because:
You cannot quote a customer a price AT THE **** OF CONFIRMATION and then CHANGE THE ***** AT THE **** OF PICK UP. THAT IS WHAT HERTZ DID. Please stop telling me the price is correct. 1. You changed it and are now telling me the price you changed it to is the correct price.. 1. PLEASE REFER TO THE CONFIRMATION ***** and respond to your inconsistent quote. 2. LOOK AT THE CONFIRMATION ***** and explain the disparity with what you charged.
Hertz seems to do this as a regular practice and then keeps quoting the new price, saying it all makes sense to them. They are sidestepping the issue. Hertz has done this twice to me now. It allows them to change the price at will, at the time of pickup. It is an absurd practice.

Sincerely,

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

Business Response
Date: 03/21/2023
Complaint ID: ********
RR#**********

While we understand our previous response was not the desired outcome, we must advise that our decision and response remain unchanged. As previously stated, the total charge increased was due to your acceptance of ******************* ($49.36). This can be seen in the previously attached Signed Rental Agreement. We hope you will respect our position on this matter as we consider it having been fully addressed and this matter closed. Further requests to revisit this matter will not be considered.

As you were correctly charged a refund is not warranted. 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:03/17/2023
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 made a rental reservation with the Hertz Rent a Car location at the ***************** for pickup on 1/29/2023. My reservation number was K3831031440.Upon arriving at Hertz on 1/29/2023, I realized my driver's license had expired, so we canceled my reservation and another member of my party rented a Hertz vehicle instead. I was told that my reservation would be refunded to my credit card. On 2/7/2023, I had not been refunded yet, so I contacted Hertz customer support (customer care case #*********. I received a response the same day that my case had been reviewed and a credit for $837.00 had been processed, but they were awaiting approval by the corporation.I replied on 2/13/2023 asking for an update, as I still had not received my refund. I received a response on the same day stating my refund would instead be $811.56, they had requested it through their billing department, and they were awaiting approval.I replied again on 2/21/2023 saying I still had not received my refund, and if I didn't get a response, I would be filing a complaint with the BBB.I received a response on 2/22/2023 saying that a credit of $837.00 had been processed the day prior and to allow **** business days for it to appear on my credit card. It has now been 17 business days (and almost 7 weeks since the original refund was promised) and I still do not have a credit to my credit card.Hertz Reservation #********** Hertz ************* Case #*********
Business Response
Date: 03/20/2023
Complaint ID: ********
Res#: ***********

Please accept my sincere apology for the delay in receiving your refund. I have reviewed our records and can confirm a refund of $837.00 was processed to your credit card ending in **** on 03/18/23. Please allow up to 7 days for the refund to post to your account. Attached is the refund invoice for your records.
Customer Answer
Date: 03/21/2023

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. Thank you for your prompt attention!

Sincerely,

***********************
Initial Complaint
Date:03/17/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I placed a reservation (***********) on 11/20 for a rental pickup at JFK. When I arrived to pick up the car I didn't have the credit card I made the initial reservation with and was forced to cancel the original reservation and make a new reservation (***********) with a card I had in my possession. I was told at the time of placing the new reservation that $79.79 would be refunded to my original form of payment in **** business days. The refund never came. I called 12/20/22 to request the refund and was told a mistake was made but the refund would be processed in **** business days. The refund never came. I called 2/9/23 to request the refund and was told a mistake was made but the refund would be processed in **** business days. The refund never came. I called 2/24/23 to request the refund and was told a mistake was made but the refund would be processed in **** business days. The refund never came. I called 3/7/23 to request the refund and was told a mistake was made but the refund would be processed in **** business days. The refund never came. I called again today, 3/16/23, and was told a mistake was made and the refund would once again be processed. After being told five times (11/22, 12/20, 2/9, 2/24, and 3/7) that I would receive a refund that never came, I am not keen to believe the sixth time (3/16) will be a charm.
Business Response
Date: 03/20/2023
Complaint ID: ********
RR#: *********

Please accept my sincere apology for any inconvenience caused. A review of our records indicates a refund of $79.79 was processed by our ************ team on 03/17/23. It can take up to 7 days for the refund to post to your account.
Please know that we take all customer concerns very seriously and I want to thank you for allowing me the opportunity to review this matter.
Initial Complaint
Date:03/16/2023
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 rented a vehicle with Hertz from the ************** Airport branch. I have an issue with the bill and have contacted **************** via phone and email on Feb 26, March 1, March 9, March 11, March 14, March 15 and was left without a resolution to the problem. Below outlines the Issue: On February 19, 2023 at around 5:30pm For RR # ********* and reservation number: K3904395436 As a Gold member I typically bypass the counter and select a car and go through the check in booth and drive off after they confirm my license. My Gold profile preferences will then automatically applied to my reservation. On this occasion I needed to go to the Gold Plus desk and submit an updated credit card for use with the rental. After I had returned the vehicle, I noticed an unauthorized PAI, PEC addon was included in my final bill. I believe that the check-in agent has fraudulently included this addon onto my reservation because my Gold profiles has all addons declined. I would like for you to research the issue and ensure that the company is not defrauding other customers by including additional fees without the awareness or consent. I appreciate the time you took to read this complaint.
Business Response
Date: 03/31/2023
Complaint ID: ********
********************** RR#: 150709403
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 misunderstanding regarding the additional charges billed for the *************************** (PAIPEC) on your recent rental. Our records show that these services were accepted and signed for at the time of rental. As such, the benefits of these services were extended for the duration of your rental. As these charges were outlined on the rental contract, which was signed, they are considered valid and a refund not warranted. Please find a copy of your Signed Rental Agreement (SRA) attached.It is the customers responsibility to review the terms of this documentation, which a printed copy is provided in the rental sleeve, before departing the facility.
However, as a one-time gesture of goodwill, we have processed a refund of the PAIPEC in the amount of $51.42. Though processed today, please allow up to 5-7 business days for the refunded amount to be reflected on your billing statement. This timeline is not determined by Hertz, but by your financial institution.
Initial Complaint
Date:03/16/2023
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.
Hello, I rented a car through Hertz from Nov. 21-Dec 12 , 2022. I added by brother in law as an additional driver for 3 days initially, because we wanted to allow him to drive, but did not know if we needed him to be able to drive the whole time. On Nov 25th, we returned to the car rental agency to add him for the duration of the trip. The place was extremely busy (day after Thanksgiving), so a person sent us to add him to an outdoor kiosk. We asked the young woman to add him as a driver. We showed her the piece of paper he had singed previously. She said, "Ok, he's added" It seemed odd as this usually takes some time, things are signed , etc. So my brother in law confirmed, " You added me as a driver?" The young woman turned around, made a couple keystrokes on a computer behind her and replies, "Yes," We then left. On December 3rd, My brother in law, *******************, hit a car with the rental car while backing out of a parking lot. There was an accident report. His insurance is refusing to cover it because there was no record according to Hertz, of him being an additional driver. I have tried several times to talk to Hertz about this. They just keeping saying, "we don't see him listed as an additional driver." I suspect the young woman at the desk did not do what she needed to do to add him. Additionally, the insurance I have through my credit card will not cover the damage to the rental car since *** was not an approved driver. We are quite upset because this will cost us thousands of dollars out of pocket when we believed that we were covered by the insurances we mentioned above. Hertz has been extremely hard to get in touch with. Please help. The claim number with Hertz is: 1M01M01232444. Those are zeros not letters
Business Response
Date: 03/17/2023
BBB Case 19604640
RA No: 101965990

This is a response to ***************************

I apologize for the difficulties you have experienced trying to obtain this documentation. I was able to locate the requested document verifying **************** as an authorized driver on this rental and provided it here for you.

Thank you for contacting us.
Customer Answer
Date: 03/20/2023

Complaint: 19604640

I am rejecting this response because: "Reject" is a strong word. I so appreciate Hertz's quick response to this. We already had a picture of this document. However, my brother in law's insurance company is not accepting it. It is possible,that this is because there is no end date on the paper. Can Hertz please write a short letter confirming that ******************* was an approved driver on this reservation at the time of the accident on December 3, 2022? I feel that would fully resolve the issue. Thanks again for your quick response.

Sincerely,

***************************
Business Response
Date: 03/22/2023
Complaint ID: ********
RR#: 101965990

Attached is the requested letter.
Customer Answer
Date: 03/22/2023

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.
Thanks so much for your help with this!

Sincerely,

***************************
Initial Complaint
Date:03/16/2023
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.
- 1/24/2023 - Paid $1,448.61 - Communication meaning I was told I'd get a call before reaching cap on deductible prior to paying out of pocket.- I am paying for $200 extra because Hertz did not reach out to tell me I had reached cap. They chose to wait more extra days so I can pay out of pocket.- The business is giving me the run around blaming insurance or blame me but this is a hertz at fault issue.
Business Response
Date: 03/17/2023
BBB Case 19604548
RA No: *********

This is a response to *****************************

As stated previously, Hertz is not responsible for the extra days of your rental because, as per your insurance policy, you were only covered for 26 days. In order to extend an Insurance Replacement rental, you would need to call your insurance provider and request to extend it. From there, your insurance provider will contact Hertz Car Rental to extend the rental. We regret to inform you that no refund is due. You may call your insurance provider and ask for assistance.

Thank you for contacting us.
Customer Answer
Date: 03/21/2023

Complaint: ********

I am rejecting this response because: statefarm did in fact cover ALL the rental ******** which was $1,000 as they told me they would. This amount of ******** was very much confirmed the first day I picked up the rental at the front desk at hertz. The receipt you are showing is clearly a old receipt, not the payment I made the day I returned the vehicle.
My complain to Hertz/customer service is why was I never given a courtesy called or a heads up about reaching cap/max ($1,000) on the daily expense rather than allowing this to extend to 3 days and assume it is okay to charge a customer out of pocket unknowingly someone's finance situation. In fact I called Hertz once a week to follow up and yet nothing was told to me.
If I as a customer would have been given a courtesy call from the staff at hertz that keeps track of the daily activities such rentals customers have and charges, I would have happily returned the rental to avoid paying out of pocket. I feel as if I've been robbed/scammed because this completely benefits the company to charge rather than calling a customer to warn them. I really do not appreciate the situation hertz has put me through and leaves us with no saying or at least show sympathy for this inconvenience. I've not been financially okay and if hertz has treated me mentally and financially poor then I am sure they will with many more customers.
All I ask is to please reimburse me the days I was charged out of pocket because this charge would have never happened if a hertz employee/staff would have followed up with me to warn me about reaching max ******** of daily hertz charged.
Sincerely,

*****************************
Business Response
Date: 03/22/2023
Complaint ID: ********
RR#: *********

Please be advised the agreement with your ******************** is 80/20, they covered 80% for 26 days and you were responsible for 20% for 26 days plus the full cost for 3 days past the 26 days. You were correctly charged, therefore no adjustment is warranted.
Customer Answer
Date: 03/22/2023

Complaint: ********

I am rejecting this response because as I said before, I was never told that I had to pay out of pocket after 26 days. Hertz failed to keep me posted or to even WARN me of charges after the 26th day. Charging me 3 days could have in fact been prevented if I received a courtesy call stating I reached **** I am arguing the lack of communication hertz had with me to take my money and charge me $45x3 =$135. I would have preferred to have my $135 rather than a rental that was parked in my driveway 3 days!
I know hertz failed to notify me of updates as they usually did with my other claim rental history. Another example is last month my brother got a rental and hertz notified him every update of insurance yet did not reach out to me, instead charge me out of pocket until I made a call to front desk to ask?! Thats so unprofessional, youll are definitely stealing money from customers when they are getting charged out of pocket unknowingly.
Hertz has my phone number and email yet did not reach out to notify me about the 26 days 80/20 or reaching cap of $1000. Instead rob me for 3 days as if it was ok. Not cool at all!

Sincerely,

*****************************
Initial Complaint
Date:03/16/2023
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 picked up a car at Hertz location *****************************************************************, Telephone number ************. I returned the vehicle to Hertz located at ************************************** **********, **. *****, I was charged $85.75 by Hertz on March 7th, and the insurance company is suppose to cover this charge in the amount of $85.75. Hertz has probably received this Fee from the insurance company. *********************** Branch Manager in ******** informed me that I would not have to pay anything and that the insurance company would be paying the entire bill. I would like to be refunded in the amount of $85.75
Business Response
Date: 03/17/2023
BBB Case 19600732
RA No: H71768001

This is a response to *****************************

I apologize for the confusion regarding the charge you received for this rental.Upon my investigation I found that you were provided a rental at a rate of $35 per day under the understanding you were approved for $40 per day with your insurance, however your insurance only approved you for $30 per day, thus you were charged the difference. As such, the charges are correct and no adjustment 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:03/16/2023
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 went through the Lyft app to reserve a car rental and they were sponsored through Hertz car rental. I received my confirmation to pick my car rental up at this location *******************************************************. I contacted the business to see what I needed to bring before I arrived. I was informed that I needed to bring, a debit card , $50.00 deposit, rental payment, and a valid drivers license. My reservation number is #***********. Once I arrived after the Lyft picked me up and dropped me off at this location. The lady stated that since it was not through a insurance claim that I would have to pay $500.00 or greater on a debit card. The Property Manager came out she back tracked on what she said when we were talking on a recorded line. I never disclosed that my car was going through a insurance claim or that it was down. I would like to be compensated for my Lyft fee in the amount of $29.00
Business Response
Date: 03/20/2023
BBB Case 19552669
Res No: K4243661770

This is a response to *****************************

I apologize for the confusion regarding the deposit and your rate. When you reached out to ask what you needed to bring, you were advised what to bring for an Insurance rental, however because this rental was booked through Lyft and not your insurance, you were given the retail rate instead. When using a debit card for a retail rental you are required to have two forms of I.D., a $500 deposit, and if renting from an airport, a return flight coinciding with the return date. Please reach out to us at ************ with your card information and reference case number ******** so that we can process the reimbursement for your Lyft.

Thank you for contacting us.
Initial Complaint
Date:03/16/2023
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.
Complaint Details I paid a taxi ****** to drive me to ************* from ******** to pick up a rental UBER vehicle through Hertz on ************* in *******************. The woman who checked me in gave me no information whatsoever re: next steps, uploading paperwork etc., I left Hertz with a ******** I did not really inspect vehicle because I was told it was inspected, key was handed to me. Car starts with a button not key. The clicker control connected to the key was loose. When I got home and inspected the car it was filthy. I was never told about scratches etc in car and when I looked at photos of car I was sent in an email, which I did not even know about pictures were not visible. When I got back to ******** I noticed key lock control was loose from key (they are connected). Which disappeared the very same day I got the car. I got on the Uber app to finish and make sure I was all connected so I could Drive on Tuesday. The cost of this car is 275 a week plus **** a day for insurance, after I was told originally it ****** a week. I was charged 15 more. The purpose of renting this car was to be able to Earn in Uber. App has incorrect info which was verified by Hertz Employee when she looked up info. I contacted and emailed Uber, while on the phone with Uber I was disconnected. I called the phone number I was given at Hertz on ********* and it was an invalid number, It does not ring, called a different location which did not answer til after 12 pm and spoke with ******* who told me there was something wrong with my account and she would send info to corporate. I have heard nothing. She told me she would have a manager call me. I never heard from anyone. Meanwhile I am paying for a vehicle thats meant to be earning money, the key lock control is missing, theres no insurance card in vehicle, I still cant get on Uber even though all documents have cleared and says Im ready and active. This whole experience has been less than pleasant and the ability to get a hold of anyone to clear this up has been impossible. I was disconnected once by Uber and twice by Hertz after spending more than an hour and a half in the phone trying to resolve issues. The Uber customer service agents are foreign, hard to understand and dont think with common sense, they are robots. Incapable of solving any problems that is not written in their manual. So frustrating. It is day 3 and still nothing resolved and I will lose another day of earning tomorrow while stuck with a car Im forced to pay for now.I have called and left messages, for the past week and a half. I have called the ************* stores (2) locations at least 15 times, I have left messages for managers 4 times, filed a complaint with the Better Business Bureau for Uber, no response, I have contacted the *** of Hertz and emailed the location I rented vehicle twice and sent video and photos of dirty car, it didnt go through. Now the service info came on in the car screen. They gave me a car that was not serviced. It doesnt even have windshield wiper fluid today. I went to wash the car and there was dirt crusted all over the car. I had to rub it off. This car was not properly cared for before giving it to me or cleaned or serviced. Now they are trying to charge me for not renewing weekly when I was never told that I had to do this and I just looked at the contract and it says when you have a car for monthly rentals, they do it automatically right in the contract yet they are charging me . At this point no one has contacted me still havent talk to a manager still havent cleared any of this up still have not gotten a replacement key control sent to me. I have no idea what Im supposed to do to service this car. I called ******* and made a appointment to get the service done but I dont even know if Im supposed to do that and no ones answering my questions I spoke to another girl at this location name summer. She took a message two days ago for a manager to call me and still no call.*******************************
Business Response
Date: 03/23/2023
BBB Case 19603281

This is a response to **********************************

All vehicles should be properly cleaned, serviced, and in *************** condition before being released for rent. The condition of the vehicle you received is a concern to us, and I apologize for the inconvenience. We always want to provide quality vehicles to our customers and certainly appreciate your letting us know of this. I have received confirmation you worked with the local team regarding the condition of your vehicle, and they resolved the matter with you directly,providing a refund of $250.00.

Thank you for contacting us.
Customer Answer
Date: 03/23/2023

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: 04/25/2023
I havent had nothing but issues with Hertz. After renewing my contract, I was told by ****, the manager At the ************************************* Location , that the payments come out all at once, at the end of the contract after four weeks. When I extended two weeks ago with **** over a text message because I could not get through to Hertz in ************* after calling all day long, she said she would do it. Then I look at my bank account and the $300 was deducted from my account when it is supposed to be taking out all at once at the end of the contract after they told me that it taken out all at once after the contract.

The phone continues not to ring, and nobody answers, After I was told that it all comes out at once. Today which is Monday I am supposed to extend my rental I went online and I went on the website to try to extend, and it would not allow me to, then I went to my app to try to extend, and it would not allow me to, then I called the customer service number and they said I had to bring the car in for inspection after I just did that two weeks ago. When it is not due for another two weeks. On top of this, I have been given nothing but contradicting information from every single employee Ive spoken with I was charged $126 for tolls , but the service charge was 70+ dollars more than the tolls which was a service charge that is not listed in the contract even though on the invoice they sent after they deducted the money which was three days later, says that its in the contract. It is not it also does not say that money is deducted all at once in the contract it says money is due , I do not understand how people can go through this every single week with this company. I am so stressed out and have been through nothing but confusion, contradiction in charge of the overdraft fees, because I didnt know the money was coming out because I had no notice whatsoever from Hertz. No one with this company is giving me a straight answer. I asked to speak with a supervisor from ****, the manager at the location where I rented, and she refused to give me information to a supervisor , at this point, I have contacted a lawyer.

After trying to extend today all day long while Im trying to work I have hit nothing but dead ends with no resolution to any of these issues. No one at this company seems to know what they are saying or what they are doing, and give nothing but contradicting information all the way around.
I have had enough. I want resolutions now I want a supervisor from the corporation to call me so I can explain to them in detail over the phone what I have been through I want credits and compensation for what I have been through with this company. otherwise I am going to sue ********************* style="color: rgb(34, 34, 34); font-size: small; font-family: Arial, Helvetica, sans-serif;">
Also, please add that they gave me a car that is due for service, the car wheel slide, the alignment is off, the brakes are soft, why would you rent a car that someone has to drive every day that needs a service arent you supposed to do the service first Now I have to take this car in on a day that I could be working when you guys shouldve had the car serviced before renting it to me. The car is not safe to drive right now and it should have been serviced before hand on top of everything else.
This shows you an invoice for ****** which has been taken out of my account from **** to ****. Then an invoice for ****** from **** to **** which Im being billed for.
Customer Answer
Date: 04/27/2023
Please see attached
Customer Answer
Date: 05/05/2023
Since I filed last complaint on April 16 there has been no response from Hertz. I have been dealing with **** at the ************** ***************** location. I reversed ******* plus $$ charge at my bank because I was told the charges come out weekly from customer service recorded phone call and gave to face from Summer at location. I have seen the charges appear as a hold at the top of my bank account each week thinking that this money was coming out of my account because thats what I was told at the end of the month rental term I was charged 16+ hundred dollars which ******** my account, I receive no invoice or explanation for these charges, when I asked **** about the charges who is supposed to be the manager she has no idea and no answers to any questions. She gave me her personal phone number to text her directly because I cannot get on to the app, every number that I call listed on the Hertz website takes you in circles and gets you to no one regarding billing. Instead of fixing the issues of logging in. When you call customer service, they have completely different information then what they are telling me at the ******************* location in *************. Consistent contradicting information. when I arrive to rent this vehicle from the get-go they set me down did not show me any kind of contract did not go over a contract and just had me sign in fact, when I asked about tolls, they said the tolls will just automatically come out and said nothing about a service charge then I was charged 70+ dollars service charge. I didnt even know about. Then I was told its in the contract. still awaiting a response regarding charges from the corporate office. I asked to speak to a supervisor six times. After being charged all at once first month, now being charged weekly. no invoices or explanations of any charges, when I asked the manager if she tells me to call billing, I cannot get through and she does nothing to resolve the issues. Today I was charged twice.
Customer Answer
Date: 05/05/2023
***** Veh #******* To continue with my complaints regarding Hertz corporation and rental agreement I am going on my second month and will be returning the car on the ninth to renew my contract. I still do not have any answers to billing questions or anything else after two months still no response from Hertz. The stress that this has caused me has made me ill, I am under complete distress. I have videos of all of the texts between me and the manager, but cannot upload them here too many to make pictures of send the manager has the ***** to tell me not to stress after everything I have been through with no resolutions, I was given a car that needed maintenance from the get-go. The tires are bald and slide, the alignment is off it most likely needs an oil change and did not even have any water or fluids for the windshield wipers. This car was not ready to rent although I was giving a $250 credit at the beginning that is not enough for what I have been through. I want a complete free rental for the month of April and I want an explanation now regarding the charges I am incurring currently I will not pay the service fees for the tolls that I was not told about . You cannot make a person sign a contract and not go over the contract and then just make charges after they asked you about those charges. At this point I have spoken to a lawyer who I will hire if this is not resolved and I ******************************* corporation.
Business Response
Date: 05/12/2023
This is in response to complaint# ********

RR- 158405601

Dear *****************************

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

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

Our records show As a gesture of apology a credit in the amount of $250.00 was applied to your rental. I have emailed a copy of your final receipt with the breakdown of the charges to the email address on file.

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

Please know that we take all customer concerns seriously. Thank you for allowing ** to review this matter

Regards,
Customer Answer
Date: 05/15/2023

Complaint: 19603281

I am rejecting this response because:

Sincerely,

**********************************
Business Response
Date: 05/18/2023
This is in response to complaint# ********

RR- 158405601

Dear *****************************

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

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

Our records show As a gesture of apology a credit in the amount of $250.00 was applied to your rental and your final receipt has been previously email to you.

Although I empathize with your frustrations our determination remains unchanged. This is our final determination on this matter, and it will not be reconsidered.

Please know that we take all customer concerns seriously. Thank you for allowing ** to review this matter

Regards,
Business Response
Date: 05/24/2023
Complaint ID: ********
RR#: 158405601

I apologize for any misunderstanding. A review of our records indicates the adjustment of $250.00 was processed prior to the closing of your rental. For your records I have attached your rental receipt.
Please know that we take all customer concerns very seriously and I want to thank you for allowing me the opportunity to review this matter.
Business Response
Date: 06/28/2023
Complaint ID: ********
RR#: 158405601
This correspondence is being sent in response to a query made by ***********************************

I sincerely apologize for any misunderstanding regarding the final invoice of the charges billed. After my thorough review of our records, I can confirm your original reservation was booked to pick up from our *******************, ** location on 03/06/2023 and return on 03/13/2023. In accordance with the terms and conditions of your Signed Rental Agreement, as shown at the bottom of page one, the estimate of charges assumes you will return to the location/date/time as indicated. Located at the same place is the rental extensions phone number to call if you are needing to extend your rental contract. Therefore, the charges are valid.

However, I can confirm the location adjusted the invoice total to be billed by $250.00 before the contract was closed.

Regarding the Uber app, The Hertz Company does not have access to Ubers app therefore we would advise you to reach out to Uber directly for this matter.

Hertz vehicles do not have insurance cards in them. Additionally,always suggest our customer contact our ************************** by the phone number shown on page one of your Signed Rental Agreement should there be any issues with the vehicle while out on rent. Our records confirm there were no calls made regarding the key fob.

I have included a copy of your final invoice billed that shows the adjustment of $250.00 by the location, as well as a copy of your Signed Rental Agreement for your review and records.

While I understand this is not the outcome you were anticipating, I hope you will respect our position on this matter as we consider it to have been fully addressed.

Customer Answer
Date: 06/29/2023

Complaint: 19603281

I am rejecting this response because:

Sincerely,

**********************************
For 3 months I rented this vehicle. *** 250. Was credited in re: to the very, first week that I rented the vehicle, because of the lack of communication with your customer service, the dirty car and manipulation to sign a contract without going over it by your representatives. This does not include the next two months and what I went through with your company. My complaints are valid despite what your contract says every week I have been unable to renew my contract, your representative at the ************* location where I rented the vehicle do not answer the phone do not give proper customer service and never fixed the issues with my online account, my app, and with your customer service so that I could renew on one of those outlets. I complained to the location about the brakes and alignment of the car and when I asked to switch cars, they said nothing was available and that the maintenance was scheduled based on the miles. *** car was not safe to drive in my opinion, during my last two weeks of rental, I could not get through to renew through all of your outlets and your customer service refused to fix any of the issues after three months every week I had to go through this upon the last week you guys charge me late fees and I could not get through to any of the outlets I made a complaint to Uber regarding Hertz corporation and the problems that I have had and that I was returning the vehicle and requested the last two weeks to be credited due to all of the problems that I have had. At this point I have spoken to a lawyer, and if I do not get credited for the last two weeks, I will proceed with legal actions And your rental process is entrapment your employees do not go over anything in the contract and this is unacceptable on top of that. I spoke to your customer service person at location in ******************* on *************** when I return the vehicle on the 20th and specifically told her that my bank account had been broken into that she could not charge my account. ***re was no money in my account , and that the last two weeks should be billed. I recorded the whole conversation on my iPhone summer. *** representative told me I would not be charged and I would be billed for my last week. *** next day I was charged if I take you to court I will be going for all three months plus the distress you have caused me be refunded. Its ridiculous that your customer service has taken this long to get back to me or the Better Business Bureau or the other government facilities. I have complain to you about this just shows how bad your customer services are
Business Response
Date: 06/30/2023
BBB Case number:19603281

Res ID or RA #:*********

This is in response to **********************************,

We are always concerned when a customer is unhappy with ********************** for any reason. As a gesture of our concern, a credit of $641.62 is being issued to the **** account ending in 4702. This represents 2 weeks of rental. Please allow 3 to 5 business days for this credit to post to the account.

Thank you for contacting us.
Customer Answer
Date: 06/30/2023

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:03/16/2023
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 have an issue with the way Hertz is defrauding its unsuspecting customers by charging for more days than warranted by the conditions of the car rental. I have tried to bring it to the attention of the Hertz general service as well as the local site without a satisfactory answer or resolution of the issue. I have attached a receipt (RR H21949104) for a recent car rental from a Hertz location in *****, **********. It shows that I rented a car on 2/13/2023 at 11:16am with the intention to return on 3/13/2023 at 8am at the same location. This amounts to a total of 28 days rental but Hertz charged me for 29 days. On enquiry from the Hertz service, a common excuse given is that rental for insurance purposes counts both the start day as well as the return day as full days, which I find to be criminally preposterous. The answer does not change even if the car is returned at the opening time of the location. At this point, I don't know how widespread the practice is, and how many customers and car rentals have been defrauded by Hertz and by other car rental companies but it definitely deserves a serious investigation.
Business Response
Date: 03/17/2023
Complaint ID: ********
RR#: H21949104

I apologize for any misunderstanding regarding your charges. Please be advised rental rates are calculated on a 24 hour clock. Your rental period began on 02/13/23 at 11:16 AM and ended 03/13/23 at 8:21 AM. Which is 29 days. Although you were correctly charged a refund for one day was processed on 03/16/23 for the amount of $23.72. It can take up to 7 business days for the refund to post to your account.
Customer Answer
Date: 03/20/2023

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,

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

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