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:03/16/2023

  Type:Sales and Advertising 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 purchased a car from your Springfield Store,and it was supposed to be certified,but after inspection,I found out that the only thing that was done,was the car had been washed.The battery went out right after I purchased the car,windshield washer tank was empty,engine air filter hadnt been replaced,cabin air filter not changed,tire rods had to be replaced.I contacted the manger on March 7,2023 at your Springfield VG.store,and a few times after that,and he has not contacted me.Thats Very poor customer service.I asked him to send me a copy of the 116 point inspection and he has not.I really thought Hertz was a better Co.then that!!

  Business Response

  Date: 03/20/2023

  Complaint ID: ********

   

  Thank you for contacting us. Upon receipt of your concerns, we forwarded the details to our Car Sales team. They have advised they contacted you directly to assist and agreed that you would provide him the receipts for the air filter, cabin filter, and battery and he will submit for reimbursement.

  Thank you again for sharing your concerns with us. 

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

• Initial Complaint

  Date:03/16/2023

  Type:Sales and Advertising 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 purchased a GMC Yukon from Hertz Auto Sales on December 28th, 2022. My credit union who is the lien holder, myself and the Indiana BMV has not received the title information 77 days later. I have repeatedly called the dealership to get an update over the last 6 weeks and each time I get the run around telling me they will look into it and call me back yet they never call me back. The store manager wont answer my calls or return my emails. The General manager told me in an email that it had been sent to the state 3 weeks ago but Two weeks ago the store manager told my credit union that he would have his title clerk send it out. Yesterday the dealership told me the title is being processed in ************* still. This is beyond the point of ridiculous, I am on my 3rd temporary plate and the Indiana BMV said this is the last one and they wont give me another one when this expires next week leaving me with an unregistered, uninsurable, and underivable vehicle. I plan to drive this vehicle at the end of next week on a family vacation but unfortunately due to Hertz lack of action my temporary plate will expire during the trip. I have asked for them to expedite it and rush mail it and they told me they will check into it. Its obvious no one cares enough to figure out what is really going on and finish this deal.

  Business Response

  Date: 03/20/2023

  There was a delay in the title work due to a vin inspection needed for the state of IN.  At this point our title company has received the inspection and the alert has been cleared.  It will now be forwarded to the **************** for processing.  I have sent a message to the title company for an ETA.

   

   

• Initial Complaint

  Date:03/15/2023

  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.

  RR# *********. On 2/18/23 I picked up a rental car from Hertz at the ********* Airport at 10:07 a.m. to be returned at the ************************************************************ in ************. The whole reason I needed this car was to emergency fly home for the overdose death of a family member, as I was working in Kalamazoo at the time. Upon getting in the car I did not notice any evidence or smell of smoking; the car was clean. I elected for Hertz to refuel the car and was given a receipt before I left Kalamazoo for a total estimated charge of $123.73. I drove the car, alone, to the ** airport rental car return location for Hertz. I noted the mileage and fuel on the return sleeve and took everything to the Hertz desk. The clerk asked if I wanted a receipt, which I replied yes. She then handed me a physical receipt showing a total amount due of $98.09 and a digital receipt was emailed to me at that time. The clerk did not send someone, either with me or alone, to inspect the vehicle prior to giving me this physical receipt. I noticed a charge of $598.09 on my Amex and immediately contacted customer support, and they told me the $500 cleaning fee was for "smoking," specifically ash in the cup holder. I have never smoked in my life! The agent asked if they inspected the vehicle upon return, I replied no. She said an inspection and any fees should be done prior to the customer receiving a receipt. Corporate policy is to not issue refunds, only the local office can. To this day I have not been able to reach the office by phone. The rental pickup location was also incorrectly listed as ************* on my Amex billing statement. I disputed the charge with **** and they credited me, but when Hertz sent the invoice listing the charge, the charge was reinstated. In all the documents Hertz sent, the final receipt I received on 2/18 was not included and was confirmed by customer service that it is not in their paperwork. The website lists the smoking cleaning fee as $400, not $500.

  Business Response

  Date: 03/31/2023

  Complaint ID: ********
  ********************** RR#: 150121425

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

  We apologize for any frustration or concern caused by the additional fee billed on your rental for the cleaning/detailing. After reviewing the details of your rental, we have determined a credit is due. Therefore, we are pleased to confirm a refund of $500.00 was processed to the charge card originally billed. Though processed today, please allow up to 5-7 business days for the credit to show on your billing statement. Rest assured,  your concerns have been shared with the Area Manager's in ************ and Kalamazoo for their full review and corrective action where deemed necessary. 

  Customer Answer

  Date: 05/08/2023

   
  Complaint: 19600390
  
  I am rejecting this response because:
  

  This is a follow up complaint pertaining to a previous BBB complaint against Hertz ************ Airport, record #*********. Hertz issued me a credit after my initial BBB complaint for $500 for a false cleaning fee related to smoking. The credit appeared on my most recent credit card statement and I thought all was settled. I have now received a bill dated 4/21/23 from Hertz that listed the $500 cleaning charge, the $500 credit issued, BUT a new charge of $401.01 listed as a miscellaneous charge. This charge 1) has not appeared on any other documents provided by Hertz up until this point, 2) the alleged $500 owed was the total of this $401.01 charge and $98.09 in standard rental fees, however the $98.09 was the final receipt I received the day I returned the car and was already charged to my Amex card on 2/18/23, that is how I noticed the extra $500 charged after being given my final receipt. I attempted to go to the Hertz payment website listed on the bill, and received an error message saying invalid document number. I am not sure if this bill was just late, or if this is yet another attempt by Hertz to claim I owe the $500 that should have never been charged to me in the first place. If that is the case, the math is incorrect because the $98.09 was already paid by me, so if I owed any money it would be the $401.01 charge. I want a response from Hertz confirming that I do not owe this money, because I do not want to potentially be sent to collections for not paying something that 1) was claimed to be owed 3 MONTHS after the rental date 2) says I have an invalid document number when trying to pay it.

   

   

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

  Business Response

  Date: 05/09/2023

  Complaint: 19600390

  Hello, I apologize for the inconvenience you have experienced. However after further review we show a refund of ****** was credited back to your credit card. As of today, we don't show any outstanding charges at this time. Thanks 

  Customer Answer

  Date: 05/10/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:03/15/2023

  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 prepaid for a Tesla on January 15, 2023. This was for an upcoming business trip. Confirmation ***********. The reservation was for March 11, 2023. Our flight was delayed by an hour so I called Hertz to inform them would be late. I was told it would be no problem. When we arrived in *******, I went straight to the rental car company. There was a young lady there and I was told that there were no rental cars available even though I paid in advanced for a car. Before she left , she said the manager was on the way to resolve the issue which was a lie because we waited over 30 minutes and no one came. We were left stranded at the ***************. At 1:00 am we had to get an Uber which took over 1 hour to get. We finally arrived at our hotel after paying $40 to get there. In the morning I called Hertz, I was told there were no cars available. Leaving my family and I with no transportation on a trip we planned months in advance. Now we are forced to Uber and spend more money than would have needed. I was never informed there was no cars available so that I could have went with another company. I am not even sure if I am going to get my $496.93 I paid. The customer service was terrible and left us in the cold late at night. This should never happen to anyone.

  Business Response

  Date: 03/17/2023

  Complaint ID: ********

  Res#: ***********

   

  I sincerely apologize for the inconvenience experienced when we were unable to provide a vehicle for you upon your arrival. 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. Normally our inventory of vehicles is more than enough to meet confirmed reservations; however, on occasion, customers do not return vehicles as expected, and the resulting shortages cannot be overcome immediately.

  I have confirmed the refund for the prepaid amount of $496.93 was processed on 03/13/23 but can take up to 7 business days to post to your account. 

  Please know that we take all customer concerns very seriously and I want to thank you for allowing me the opportunity to review this matter. 

  Customer Answer

  Date: 03/18/2023

  
  Complaint: ********
  
  I am rejecting this response because: we were left with no rental for our entire stay in the ******* area. There were no rentals available from any rental car company. We should be compensated for our Uber rides and the terrible customer service we received. No one should be left in the cold in the middle of the night.

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

  Business Response

  Date: 03/23/2023

  Complaint ID: ********
  RR#: *********
  
  
  This is in response to **********************************************
  
  I regret any inconvenience when our *******, ** office did not have the vehicle you booked for. Our local management makes every attempt to provide our customers with a vehicle they booked for. I understand that careful consideration is made when choosing the vehicle, you require, and that is why we have such a wide range of vehicles available in our fleet.
  
  Regrettably, 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.
  
  Your refund of $496.93 has been processed, please allow 5-7 business days for funds to post.
  
  Thank you for contacting us.

• Initial Complaint

  Date:03/15/2023

  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.

  On Thursday, 03/09/2023 at 5:50 pm the rental car was turned in at hertz in *** Airport. Under the rush of the evening to make the flight, the iPad was left on the front passenger seat. As soon as it was realized, immediately a Lost Found Claim was created on their webpage at 6:26pm, The - Reference Number for the Lost and Found report is: ********, & immediately we began to calling the lost & found number to the location as specified on their webpage in order to speak to an attendant for customer service. We could see our iPad in the Hertz facility, we see it on our Find My app. We began calling ************** at 6:13pm, 6:23, 6:25, 6:28, 6:31, 6:34, 6:37. 6:46 and 6:52. but no one picked up. Then tried another number- ************** at 7pm, 7:02 7:10, 7:16, 7:17, 7:20, 7:21, 7:27, 7:32 and left a message, and again at 8:37 and finally 8:48 with no answer. On Friday, 03/10/2023 we called again ************** at 8:54 am, 2:08pm and 2:11pm but no one answered. We tried again ************** at 2:20pm and 2:21 with no answer left message. We tried another numberat 5:39pm we called ************** with no luck, left message. On 03/11/2023 @ 10:26 am, we called ************** with no luck. Then at 10:39am ********** time, I called ************** and spoke to someone called ******, I shared my concerns that the iPad could be stolen, told him sometimes workers lack integrity, he said nothing he could do as the lost and found was closed on weekends, he said try on Monday. Today, Monday 03/13/2023 we called ************** at 10:43 &10:48 am & left another message, many messages were left. That afternoon receive an email they have not found the iPad, they will keep looking but we see on our phones showing it's in their facility, it will show there until no battery left. Today, 03/14/2023 @ 1:26pm I called, a woman answered, she told "okay, let me see, hold" & was put on hold 15min & the system hung up, I called back, left message, but still no iPad & no call back & no email.

  Customer Answer

  Date: 03/16/2023

   
  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.

  Greetings, 
  
  I just filed a complaint toward Hertz this morning 03/15/23, and just now we received an email resolving our issue. Therefore our issue is resolved, they found and will be mailing us our iPad. 
  
  
  Thank you all for your help in this matter.

  
  
  Sincerely,
  
  Emmanuel & ***************************

• Initial Complaint

  Date:03/15/2023

  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 booked a reservation for a 7-seater SUV at the ********** locationrental Record #: *********. I was told the ********** location is closed or only handles commercial Uber/Lyft, and I have to pick up my vehicle at the ***** location, a couple of miles down Highway 75 North. I got there, and ***** informed me if I needed a 7-seater. I told him I wouldnt have booked it if I did not. So he proceeded to make a few calls. He finally found a 7-seater SUV from a different location and asked if I would wait? I said yes, and I asked him what kind of SUV it was he stated **** Expedition, and I said ok.I got to hertz around 12:06 PM. I waited for more than an hour at 1:20 PM. I was told my vehicle was being cleaned up and ready for me in a few by another Hertz Employee. ***** returned and said there would be an upcharge of $70 extra daily since an expedition was a higher-class vehicle. I asked him whether he could make an exception for the wait I was put through. He said No. So I asked him how can I get a 7-seater SUV he said he could not help me and that I should reach out to other Hertz locations around *************. I told him it would be better if the request came from a hertz employee than a customer. He pretty much stated he does not care and I should go get help somewhere else. I was upset by the level of customer service I was experiencing. I could not believe what I was experiencing from a so-called employee; it was a disgrace. I felt even a dog will be treated better. ***** raised his voice, and I also Did. And My Spouse made a comment/personal opinion if we were being treated this way because we were African Americans, Then ***** got upset and stated I was playing the race card. Another Hertz employee witnessed the whole thing, I did not take his name, and he tried to calm things down. And pleaded if I could settle with a minivan. Out of options, I said yes. He was very wise. I paid for it. Then a ***** police came in we explained the issue. He was shocked and advised us to leave Hertz because ***** wanted us to. We said we would go, and my current reservation closed and refund will be returned to me

  Business Response

  Date: 03/16/2023

  Complaint ID: ********
  RR#: *********
  
  This is in response to Itse Awani
  
  

  Thank you for bringing this matter to our attention.
  
  
  I am especially concerned you believe you were treated in a discriminatory manner. Hertz has a long standing, very strict policy of non-discrimination as we are a very well diverse company. Our employees are aware discrimination of any kind will not be tolerated.
  
  Upon my review of your query, I immediately forwarded your comments to the Area Manager for an internal investigation. Once I hear back regarding this matter, I will contact you directly.
  
  Thank you for contacting us.

  Customer Answer

  Date: 03/22/2023

  Complaint: ********
  I appreciate your swift response. To make things worse I was charged for a rental that I never picked up and it has been frustrating trying to get my funds back into my account. I went back to the Hertz location this incident happened to ask about the charge all they could tell me was my rental was canceled and that there is nothing they can do from their End. I was told to call the billing department. Why do I have to waste my time with something caused by Hertz? I called the billing department and spoke to a lady. She stated the funds will be refunded, this was last week Thursday. I called today for an update and I was told the refund was never processed. At this point, I am not Happy with my experience. When should I expect a response from the Investigation that is being conducted? Just an FYI the store had a Camera at the hertz location. I would advise the incident for that day should be saved
  

  Business Response

  Date: 03/23/2023

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

  This is in response to Itse Awani.
  
  
  

  Please accept my deepest apologies on behalf of the Hertz Executive team that you felt the need to escalate your recent experience in *****, **. We consider any complaint of possible discrimination to be a very serious matter. Upon receipt of your query, I immediately reached out to our General Manager in *****, ** for a thorough investigation. Based on the statements by the employees involved and the General manager no evidence of discrimination was found.
  
  

  Per my discussion with the general manager, ************** came into our *****, ** location. Customer was booked for a L4 class.The location didn't have one on site because it was booked at a different location, which is temporarily closed.Location offered a discounted rate for a T class, the customer started to get upset and wanted the vehicle at the same price. The manager explained that a comment of "do you think we can't pay for the upgrade because of the race?!was made by the customer, that followed by the customer becoming upset and putting hands in employees faces. Due to the staff and customers at the *****,** location feeling unsafe, and uncomfortable the police were called to assist with getting the customer to leave.
  
  

  A refund for $395.67. Was processed on 03/22/23, please allow 5-7 business days for processing. While I understand this is not the outcome you were anticipating;we ask that you respect our position on the matter as we consider it to have been fully addressed.
  
  

  Thank you for contacting us.

  Customer Answer

  Date: 03/23/2023

  
  Complaint: ********

  I am going to take legal actions, since lies are being told stating we put our hands in employees face...this are lies and i want all recordings on that day saved. I am not accepting this response from hertz. you guys conducted and internal investigation by yourself that was full with lies. his response was vague...my response was detailed.

  wait to hear from my lawyers 
  
  I am rejecting this response because:
  
  Sincerely,
  
  Itse Awani

• Initial Complaint

  Date:03/15/2023

  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.

  03/03/2023 I have had the worst rental experience ever with this company! I will never rent again with Hertz because of the terrible customer service and lack of help and support. There is a huge staffing shortage at most of all there locations of which has made it almost to return the vehicle when I initially planned. This has caused a surcharge of fees because I'm not able to work with anyone directly at the local offices because no one is hardly there. The vehicle also has a slow leak in one of the tires and I'm almost at over 500 dollars for this rental! Budget is by far the best to work with at this point and highly recommend for many reasons mainly the customer service! I'm asking for a discount be applied to the total balance when I return the vehicle due to the many discrepancies.

  Business Response

  Date: 03/21/2023

  Complaint ID: ********
  RR#: *********
  
  
  This correspondence is being sent in response to a query made by *****************************. Thank you for allowing us the opportunity to review your concerns.
  
  I sincerely apologize for any misunderstanding regarding your recent *********, ** rental. After a thorough review of our records, I can confirm your original drop-off date was made for 03/06/2023.  However,there was a note placed on your account due to a phone call from yourself stating you are unable to drive the rental due to misplacing your drivers license and you would return the vehicle on 03/07/2023.  Our records confirm the vehicle was returned on 03/20/2023, and the original daily rate of $30.68 was honored.  Due to the vehicle being returned late, there was an overdue fee of $110.42 accessed. 
  
  We always recommend customers call our ************************** phone number should anything happen while out on rent, this number can be found on page one of your signed rental agreement.  I can confirm there is no record of a call made from you.
  
  With this information the charges are valid, and we must respectfully decline your request for a refund.  I have attached 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 having been fully addressed. 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: I returned the vehicle late but it was due to the staffing shortage at multiple locations of which caused conflict of schedule. Lastly, I didn't return the vehicle on Monday and it was in fact returned Friday.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 03/22/2023

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

   

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

   

  While I do understand your frustrations with this matter, based on the provided Signed Rental Agreement the charges are valid.Our decision is unchanged in this matter and no adjustment is warranted.

   

  Thank you for contacting us.

• Initial Complaint

  Date:03/15/2023

  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 went to Hertz ***************************** on 2/23/23 to rent a car for a week for $209.04 plus $200 deposit returning 3/2/2023, upon time to return I realized I needed the rental for another week. Since I had issues with the car and wanted a bigger car I decided to return the car upon the return date and reserve a new car for an another week for $233.77 plus the $200 deposit starting 3/2/23 returning 3/9/23. When returning 3/2/2023 the employee asked if I would like to keep the same car, said I wanted a different car and explained why. She stated she would have to return the current car refunding my deposit and start the new reservation. Afterwards another employee said they had no cars to rent and that he would have to test drive the car to determine the issue. I stated I would return tomorrow to see if they had other cars and for the test drive and he ok'd it. On 3/3/2023 returned to the location, I was told the same thing although I had just heard a customer before me turn down multiple cars because he didn't want those ones. Upon going for the test drive he stated I would be charged for refueling and for personal belongings in the vehicle, I responded I would refuel and remove belongings once I knew I could exchange cars. After the test drive he said to go refuel the car and he'd see what he could do. Upon returning I was asked for the keys then told he would not rent any car to me and my reservation would be cancelled and refunded minus the 1 day charge. Once leaving I called customer service to file a complaint and see if there was a way to rectify the situation. To do so the rep called the location to get their side and the employee lied and said he offered me other cars but I wanted a free upgrade as to why he did not give me one and was placing me on the do not rent list. On 3/7/23 I noticed a charge for $856.44 and upon investigation invalid charges were added to my card for returning in a different state and for 3 additional days which I had not done.

  Business Response

  Date: 03/20/2023

  Complaint ID: ********
  RR#: *********
  
  This is in response to ****** *****
  
  I apologize for the inconvenience youve encountered regarding this matter. After a thorough review I could confirm an adjustment of $647.41. for the late return fees, on average it takes 5-7 business days for funds to post.
  
  Thank you for contacting us.

• Initial Complaint

  Date:03/15/2023

  Type:Sales and Advertising 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 for a week. On the 25th I went to the shop to give back the car and get another one. During the week I was charged several times for being late to deliver the car . And received several annoying calls from a machine to call to a number to adjust my situation. I tried to but the number the number they gave never worked. So I went there and asked for a refund. They agreed on the refund. After a week they refunded me. But today they decided to charge me again. No excuses. No number to connect. It is a horrible experience.

  Business Response

  Date: 03/15/2023

  BBB CASE#: 19596259
  Hertz Res#: ******************* correspondence is being sent in response to a query made by **************************************

  
  I sincerely apologize for any inconvenience you may have experienced. We regret we are unable to locate the Rental Agreement in question with just your name and location. So that we may better assist, please provide us with your 11-digit Hertz Reservation number (this begins with J or K) or 9-digit Rental Record number.  Once this information is received, we will begin our investigation as expeditiously as possible.
  
  Please know that we take all customer concerns very seriously.

  Customer Answer

  Date: 03/15/2023

   
  Complaint: 19596259
  
  I am rejecting this response because:
  

  The issue is not solved yet. The rental number is 150 263 643. And they are still holding my money.

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

  Business Response

  Date: 03/17/2023

  Complaint ID: ********

  RR#: 150263643

   

  Thank you for providing the requested information. A review of our records indicates your rental was scheduled to be returned on 02/25/23, when the vehicle was not returned on 02/25/23 our ************************** began to reach out to you to inquire about the return of the vehicle. Due to this the system attempted to authorized your credti card $90.00 on 02/26/23 but it was declined, on 02/27/23 the card was authorized $180.00, $90.00 on 02/28/23, $90.00 on 03/01/23, $90.00 on 03/02/23. The vehicle was returned on 03/02/23 and the final charge of $893.53 was charged for the full rental. All authorizations are released by our system within 24 hours of the vehicle return. Attached is your rental receipt. 

  Customer Answer

  Date: 03/20/2023

   
  Complaint: 19596259
  
  I am rejecting this response because:

  What Hertz is reinststing is that I didn't give back the car the day I did. They even called the store to understand the situation. The store manager had requested to withdraw the money they overcharged me because the mistake she's made. Now you are saying that the correction she's done is wrong. Perhaps that is why you charged me again

  You wrote here that you charged me from my account values I hadnt authorized you to do.

  Why don't you solve the problem?

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

• Initial Complaint

  Date:03/14/2023

  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 live in ******************************************************. I made a business trip to ******* from 6/27/2022 to 6/30/2022. During my trip, I rented a car from Hertz with reservation ID ************************************** agreement ID ***********. After 1-2 weeks after the trip, I received two receipts from Hertz. One is associated with actual rental mentioned above. Pls see the attachment #1 for this rental.And the other receipt is associated with a rental that I don't recognize at all and I am 100% sure that I have never rented it. This rental has the same reservation ID ************* but a different rental agreement ID (*********). In addition, this rental has the same start date 6/27/2022, but a different return date 7/8/2022. Pls see the attachment #2 for this rental.Hertz charged me $490.84 for the 2nd rental. I declined the charge by working with my credit card company. Afterwards, Hertz had mailed me a mail requesting a payment of $490.84 (see attachment #3). Per mail instruction, I called Hertz consumer service twice to explain the situation. Every time I called, I was told that they have submitted my case and will review and get back to me in a few days. But in fact they had never got back to me. At the end of 2022, I received a mail as well as a phone call from a debt collection company, hired by Hertz to collect the debt (see attachment #4). I refused to pay and also went to policy office in my area. Per policy instruction, I filed IC3 complaint.Last week (3/6/2023), I tried to rent a car from Hertz but I was told that I am banned by Hertz. I failed to rent from Hertz.

  Business Response

  Date: 03/15/2023

  Complaint ID: ********
  RR#: *********
  
  
  This is in response to ***** ****.
  
  
  I regret the confusion regarding this matter, and the inconvenience is has caused you. Please be advised that the balance for Rental Record ********* has been waived,and no payment is due. I have also confirmed that your rental privileges have been reinstated.
  
  
  Thank you for contacting us. 

  Customer Answer

  Date: 03/17/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ****