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

7,199 total complaints in the last 3 years.
1,722 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:03/13/2023
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.
We rented a 4wd drive vehicle and received 2wd and we cant get a replacement In Breckinridge ** where they r expecting 10 inches of snow tonite. I spent 2 hrs on the phone only to get disconnected Record #*********
Business Response
Date: 03/13/2023
Complaint ID: ********

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

I regret any inconvenience that this matter has caused you. Upon receipt of your inquiry I proceeded to review your account and was unable to due to the Rental Record number you provided not pulling up an account. Please confirm your rental record number, for further assistance.

Thank you.
Customer Answer
Date: 03/15/2023
Record number is *********
Business Response
Date: 03/17/2023
Complaint ID: ********
RR#: 160087432

Please accept my sincere apology for any inconvenience experienced. A review of our records indicates a vehicle exchange was provided to you on 03/12/23. You have since returned the vehicle and the rental was closed on 03/16/23.
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: 03/19/2023

Complaint: 19582789

I am rejecting this response because:

we were without a vehicle for 3 days. We spent 2 hours on the phone on Friday only to be disconnected then we called again on the next day and spent 2 hours going back and forth on the phone with *****. We had to leave dinner to pick up the car and make sure it was 4wd. We paid over $1500 for a 4wd car which we were inconvenienced for 3 days because we did not get what we paid for. We are looking for a refund. Please contact me to discuss at **********
Sincerely,

*****************************
Business Response
Date: 03/23/2023
Complaint ID: ********
RR#: 160087432

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

After further review and consideration, I have proceeded to refund 20% of your rate in the amount of $234.83, please allow 5-7 business days for funds to post. I apologize for the inconvenience this matter has caused you.

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

Complaint: 19582789

I am rejecting this response because:
My rental car was out of commission for 3 days. The charge for 3 days rental was approximately $550 and I spent at least a $100 on uber rides during the 3 days ... trips to *********************** and dinners in town for 3 days. I'm expecting at least $650. I will not accept the amount offered since it does not even cover 3 days that I paid for but was without a car.

Sincerely,

*****************************
Initial Complaint
Date:03/10/2023
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 placed a reservation K42731760D0 online and went to pickup my vehicle. Hertz did not have the vehicle or anything comparable available. I am seeking reimbursement of $38.88 for the uber and lyft fees going to the location, only to be told nothing was available.
Business Response
Date: 03/21/2023
Complaint ID: ********
Res #: ***********

I sincerely apologize there was no vehicle available for your reservation. 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.
In the interest of customer service we will reimburse you for the Uber cost based on the receipt you provided for the amount of $19.03. Please call us at ************ and reference case number ********. You will need to provide your credit card details so that the refund may be processed.
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:
As we just spoke on the phone it appears that you did not receive both receipts. I'm attaching the second receipt for $19.85 from Lyft (I used lyft over uber because Uber was $70 for the return at the time)
Sincerely,
*******************************
Business Response
Date: 03/21/2023
Complaint ID: ********
Res #: ***********

Thank you for providing your Lyft receipt. lease call us at ************ and reference case number ********. You will need to provide your credit card details so that the refund may be processed.

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:03/10/2023
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am a Lyft driver and I rent from Hertz to work. Hertz and Lyft have a partnership that allows drivers to rent and pay our weekly dues through the Lyft Driver app. No monies is directly exchanged between the driver and Hertz. I pay my weekly dues on time every week, and once the week is over, my rental contract is automatically renewed. I can provide proof of this with saved emails.I recently received a new vehicle from this Hertz location. Everything was standard procedure, I paid off my weekly dues as normal. Then one day I received a phone call with someone saying my car is about to be repossessed. I was confused because I paid my weekly dues, however I came to find out that my contract had expired. For some odd reason the contract did not auto renew as usual, so I went to this office to renew the contract. Everything seemed fine until I log on to my Lyft Driver app yesterday and noticed I am being charged an additional $110 for late fees. When I call the office, they tell me I was charged this because I drove the car for a week without a contract. I was not informed about this issue until I was told the car was up for repossession. Even though I didnt have a current contract, I continued to pay my weekly dues of $340 on time, and they collected my money. For them to charge me for a clerical issue that was not my fault is very unprofessional. On top of everything, the manner in which the employees of this location treats customers is deplorable. Simply go on ****** Maps and read some of the reviews. **** does not begin to describe the foul nature of their character. I know me making this statement seems irrelevant to my case, however I believe its important that it be stated. Thank you and please have a nice day.
Business Response
Date: 03/24/2023
Complaint ID: ********
RR#: 145726066

Thank you for contacting us. I apologize for any misunderstanding and dissatisfaction with your rental. Please be advised you must extend your rental each week if you plan to keep the rental. It is not automatically extended. Due to the vehicle being overdue, a repossession was hired which resulted in the additional overdue admin fee. This fee is valid and no adjustment is 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: 03/25/2023

Complaint: 19562559

I am rejecting this response because:

Sincerely,

***********************
I am rejecting this response because in Hertzs response they clearly state that Rentals do not auto renew. I have provided 3 emails screenshots that provide proof that they in-fact do automatically renew. It states the status at the top of the emails. I have provided 3 different dates. I was not informed that the car didnt automatically renew because they always automatically renew the contract, as long as I meet the requirements of my weekly dues and minimum 20 rides per week.
Business Response
Date: 03/28/2023
Complaint ID: ********
RR#: 145726066

Were you sent these same messages for the rental in question? If so please provide those messages for further review.
Customer Answer
Date: 03/28/2023

Complaint: 19562559

I am rejecting this response because: I provided those emails as proof of your untruthful response of Please be advised you must extend your rental each week if you plan to keep the rental. It is not automatically extended. I have never unsuccessfully earned the funds of my weekly dues or completed the necessary amount of weekly rides. I am very professional and have a plethora of 5 star ratings from all of my riders. I take very good care of the vehicles I rent and make sure to return them in prestige condition.
For this corporation to charge me for a clerical mistake not of my doing is not proper. I work very hard to earn what little I can, and to have an unsolicited charge of $100 violates my financial security. I can not afford to live on my own, and I live at home with my father. Shamefully, I am on public assistance and receive welfare SNAP benefits to purchase groceries. I volunteer my time as a youth football coach, so whatever I earn is very essential for my humble lifestyle. I know this sounds like a sob story but I am struggling to stay afloat. Please try to understand.

Sincerely,

***********************
Initial Complaint
Date:03/09/2023
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 Rented a vehicle through the uber driver program on 12/15/2022 the rate was 260 plus tax and add ons which came out to 359. During the 5 weeks i had the vehicle i would go ahead and pay every thurday to extend the vehicle. On the 5th week i went to return the vehicle i was told " it looks like you still owe 349" i replied okay cool so thats what ill be charged, the rep agreed and said yes theyll authorize the payment in about 3 days. One day i look up and see that my account was over drawn by **** dollars ..i only use that account to hold my rent once i accumulate it so it was empty at the time..so of course i hurry and call the bank and dispute the charge with *****. The bank reversed the payment and my acount was out of the negative. The first of the month comes and i look in my account to find that hertz has reversed the the charge and this time took ALL **** dollars of my rent money. Im hysterical and panicking because that was literally all i had for my rent, the bank says that they provided a final receipt that had the the Lump sum charge of the weeks i had the vehicle, which was crazy to me because im asking where the money went that i was paying weekly, Not ONCE was the way they process the payments explained to me AT ALL. each time i called in to extend the vehicle i saw the money come out of my account and had to authorize the payment after getting the Chase Fraud alert. I sent in all documents to show the authorizations as well as an email bewteen me and the person who signed up me up apologizing for not explaining more in depth, and that the company is changing the way they process the payuments and plan to process the payments at the time the extension payments are made so that things liek this dont happen. While thats all fine and dandy I AM ON THE ***** OF BEING EVICTED because i havent been able to recoup that money and here we are on the 1st again and i was told that i need to figure it out by the rep over the phone. Its SO messed up.
Business Response
Date: 03/13/2023
Complaint ID: ********
RR#: 109480851

I have reviewed your rental period which was 12/09/22 - 12/16/22 for a total of $514.25. For your records I have attached your rental invoice. Based on our review no adjustment is warranted.
Customer Answer
Date: 03/14/2023

Complaint: 19521130

I am rejecting this response because: ******* was taken from my account. Once I saw the charge I filed a claim against it. That amount was taken back out of my account the same morning that my rent was deposited.

Sincerely,

**************************
Business Response
Date: 03/16/2023
Complaint ID: ********
RR#: 109480851

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

I regret the confusion regarding your final bill.After a thorough review I have confirmed that your final bill was for a total amount $514.25, with an authorization hold of $554.00 that was released back into your account on 12/20/22. Based on this information the charges billed to you are correct and no adjustment is warranted.

Thank you for contacting us.
Customer Answer
Date: 03/17/2023

Complaint: 19521130

I am rejecting this response because: Again there was ******* taken from my account please reference the image attached. If that was my final charge then why was that lump sum debited from my account?

Sincerely,

**************************
Initial Complaint
Date:03/09/2023
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 rented from Hertz. and had this experience. I rented a car from one location and needed to return it to another location. However, I was denied the ability to return the car to a different location because I did not have the same credit card to close the account.I informed them of the urgency to catch a flight home and explained that I lost my previous credit card and had switched cards in the past when I rented from Hertz. Despite my explanation and urgent situation, I was met with a very rude and unhelpful staff member who refused to assist me. The staff member made me wait for extended periods of time and repeatedly denied my request to speak with a supervisor.When I was finally able to speak with a supervisor, he informed me that I had to leave the car at the airport because the original location I rented from was closed.I paid for parking at the airport and arranged for someone to drive two hours to pick up the car from the airport and keep it until I could return it. However, I was then charged an exorbitant amount of money, $9,472.00, which is more than the original agreement of $275.00 per week, for not returning the car to the original location. This charge was in addition to the $1,059.00 I had already paid for the rental.I am very dissatisfied with the service I received from Hertz. I was denied the ability to return the car to a different location, even though I had done so in the past, and was subjected to rude and unhelpful staff members. I was then charged an unreasonable amount of money for not returning the car to the original location, even though I had followed the instructions given to me by customer service. I was told by the recovery officer that there should have been no additional charges and that Hertz should return all of my fees.My credit card was charged and forced over the limit. which will result in negative reflection to my credit report and over the limit fees. They changed my contract with out my consent, this is fraud.
Business Response
Date: 03/21/2023
Complaint ID: ********
********************** RR#: 142659300

This correspondence is being sent in response to a query made by *****************************. Thank you for allowing us the opportunity to review your concerns.
We apologize for any confusion or inconvenience caused by the charges billed for your recent rental with Hertz through Uber in ***********. Since your rental contract was through the Hertz-Uber program, this contract adheres to specific requirements which is outlined within your agreement. In this case, the rental vehicle must be returned back to the location as Uber contracts are specific to the Hertz location involved. Our records show you entered into your rental with Hertz on 02/02/23 with a scheduled return on 02/16/23. However, we show the vehicle was returned one-way to *********** without authorization and the close-out date is 03/03/23. Therefore, the charges billed are considered valid based on this information.

We show our **************** team provided a one-time credit of the one-way drop fee and processed a refund of $161.26 on 03/08/23. Attached is a copy of your amended invoice. We are pleased to see that our **************** team was able to assist with providing this credit. With this in mind, further adjustments are not warranted.
Customer Answer
Date: 04/03/2023

Complaint: 19558626

I am rejecting this response because: I was given permission and instructed by Agent ******* to leave the car at ******************* and not to bring the car back to ************. He apologized and said that your team at Hertz should have handled this better and also said that I would pay my original payment.

Sincerely,

*****************************
Business Response
Date: 04/05/2023
Complaint ID: ********
RR#: 142659300

Please be advised per the terms of the Uber TNC program customers are prohibited from returning to other locations and are subject to additional fees since it is in breach of the original contract terms. However, the District Manager has authorized an adjustment to the fuel charge, one way fee, and rate. I have removed the fuel charged and one way fee and adjusted the rate to 4 weeks at $275.00 per week and an extra day at $50.00. The refund is $7,783.62 and will post to your credit card within 10 business days.
Thank you for allowing us to review and respond.
Customer Answer
Date: 04/05/2023

Complaint: 19558626

I am rejecting this response because: I was instructed to leave the car in ***********.
1. The car sat at the airport until the day I spoke with Agent *****. I had to pay someone to pick up the car from the airport. I paid for parking for several days. After, I told Agent ***** this happened he insisted that I leave the car in ***********. I paid over $ ****** to have the car transported somewhere with less daily fees then the airport until I could return. He instructed me to have the driver hand the keys over to the Hertz Rep and take a picture handing them the keys. I texted him the pic doing just that. I tried to leave the car at the location, but I was told that because I did not have the same credit card that I could not. I then asked if I could close it out at the airport. I was told no. I was not given any opportunity to turn the car in at the original location or locally.
2. I need a letter for the bank. That caused me to go over my limit without requesting a higher limit. That was reported negatively, and my credit score dropped 70 points because of this.

Sincerely,

*****************************
Initial Complaint
Date:03/09/2023
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We purchased a car in September of 2022 from the Hertz location at Auto Mall Circle in Stockton and recently moved out of state. We have been trying for several days to get a copy of our sales receipt because our original is still in ********** due to the winter storms. Every time we call, we are hung up on or told someone will call us back later (no one ever calls back). Even emails to a rep we worked with are ignored. We just want a copy of our proof of purchase.
Customer Answer
Date: 03/14/2023
Hello,

How do I **** a complaint as resolved? The company I submitted a complaint on just reached out to me. The case number is 21348

***********************
Initial Complaint
Date:03/09/2023
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.
Originally when I booked the car on 2/6/23 I was charged ****** with the total of ****** leaving me with ****** charge due at pickup. Picking up the car I was charged ****** on 3/3/23. I dont exactly get how I was charged more than what was already booked. I didnt change anything. So we get the car because we need to hit the road. The guy who brought the car to us seemed stoned as could be. He could barely speak back to questions. We rented a car seat and we could have used help putting it in the car but he left us very quick. The car smelled like marijuana. Not what I wanted for a Tesla rental with my 1 year old daughter in the car. At our first stop a weed vap pen rolled out from under the driver seat. When we had to charge the car the charge limit was set at 150 miles and I didnt realize you could change it but Im guessing they moved the limit to make it seem like it was full. Well our travel was limited because we couldnt even make it to the next Tesla charger we plugged into a 110 wall for hours . Then in day 3 found out that we could move the charge limit and finally fully charged the car.
Business Response
Date: 03/21/2023
Complaint ID: ********
********************** RR#: 156999091
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 Loss Damage Waiver (LDW) and ************************ (PERS) 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.

We also regret any inconvenience caused by the condition of the vehicle provided to you. 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 us know of your experience.Your comments have been forwarded to the Area Manager for internal review and any corrective action deemed necessary. Customers are encouraged to contact our ****************** Services (ERS) team as soon as possible if they encounter any issues or are unhappy with the vehicle provided to them. Our records show the vehicle was kept for the duration of the rental and we have no record of a call to our ERS or **************** team in order to arrange for a vehicle exchange.
Regarding the child seat you ordered at the branch and our representatives being unable to assist with the installation of the child seat. Due to liability laws, our representatives are unable to assist with or install child safety seats for customers. We regret any inconvenience this may have caused to you at the beginning of your rental.

With this in mind, we must respectfully decline your request for a refund of the full rental charges. However, as a gesture of concern we are applying a 20% discount to the overall billing of the rental and processing a refund of $205.35 to your charge card. Though processed today, please allow up to 5-7 business days for the credit to show on your billing statement.
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.

Sincerely,

*******************************
Initial Complaint
Date:03/09/2023
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'll start by stating that I exclusively use Hertz rentals when I travel because I like the perks of being a Gold member. Not sure how much I'll use them after this experience. I was interested in buying a car from Hertz Car Sales @ *********************************************************************. Via the rent to buy program I rented a vehicle for one day. On 3/6/2023 I went to pick up the car from this Hertz Car Sales location, and the sales associate and I drove down the road to the Hertz Rental location a few minutes away, which seemed strange. That rental location address is *********************************************************************. I gave them my license and AMEX, and they charged me $115 for the one day rental, and $200 deposit. I left with the car @ 3 PM.I returned the car with a full tank of gas the following day 3/7/2023 @ 1:20 pm to the same Hertz Sales Location. When I returned the car to Hertz Sales, the original sales associate wasn't there because it was his day off. I left the keys to the car with another associate and told them I wasn't planning to purchase the car. I was told by the associate who I left the keys with that he would close out the rental. I was expecting to get my deposit of $200 refunded and be done with a mostly positive experience. I also called the Hertz Rental office and told them I return the car to the Sales location and gave them the associates name, They said great, we will return your deposit. Early the next morning (3/8/2023), I was notified by AMEX that Hertz had charged me another $100. I emailed the original sales associate and told him about the charge and he said he'd talk to his manager about refunding me. Early the next morning (3/9/2023) I was charged another $100. That brought the total charges to $515, when it should have been $115. I've wasted hours of my life talking to AMEX, Hertz, and driving out of my way to the Hertz rental location to try and get this resolved. I had to freeze my AMEX to try an block your company from charging me more money.
Customer Answer
Date: 03/09/2023

Please cancel this complaint because it has been resolved and Hertz issued my refund.

Thank you for your help and all the best!
Initial Complaint
Date:03/09/2023
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 had a scheduled pickup my rental for March 7th, 2023 from the **************** on Rivers. Upon arrival I was told they didnt have my vehicle but they would arrange one for March 8th, 2023. The employee then confirmed he indeed had the rental order for March 7th, 2023. I returned March 8th, 2023 at 9:45am, the employee from the previous day began to have attitude. He scanned my driver license and then I asked him to scan my wifes as she may have to drive it. He looked at her and was said, Why would you drive this instead of your Porsche.. my wife immediately took offense. Next he looks down at the paperwork and since never mind I cant rent to you this order now says March 25th, 2023. I immediately began asking question and he began yelling back saying he doesnt have to rent to my white privileged a***. He then threatened my wife when she said that isnt customer service. She left and he stated, you need to keep your b**** in line. I immediately got on the phone with state farm, when the rep asked to speak with the employee he stated, I am not renting to white privilege. As he began to yell, and I called 911. **************** police arrived and filed a police report showing we were threatened and he told the officer he was going to ruin us. I attempted to go to the new assigned hertz location from state farm and they informed me the previous location black listed us and there was no description. I called hertz corporate and gave them my DL number and then they said they see nothing. I explained everything and that we made the police report and were attacked and this was a targeting bafter we notified the police. Still no response and was told no supervisor was available.
Business Response
Date: 03/21/2023
Complaint ID: ********
********************** Res#: ******************* correspondence is being sent in response to a query made by ***************************. Thank you for allowing us the opportunity to review your concerns.
We apologize for any concern caused by your recent rental experience with Hertz. We are especially concerned you believe you were treated in a discriminatory manner. We consider any complaint of possible discrimination to be a very serious matter. Hertz has a long-standing, very strict policy of non-discrimination and our employees are well aware that discrimination of any kind will not be tolerated. Therefore, this is being thoroughly investigated at this time with the location Area & General Managers. So that we may review with our Suspended Rental Privileges team regarding your rental privileges, please confirm your drivers license number and the state in which it was issued.
Customer Answer
Date: 03/21/2023

Complaint: ********

I am rejecting this response because:
It was a clear discrimination and verbal assault. The police report #********** and hertz can contact me for the other private information via my cell **********
Sincerely,

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

Please provide a copy of the police report so that we may investigate further.
Initial Complaint
Date:03/09/2023
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.
Booked 2/15/23 to 2/21/23 Rental Record# ********* Confirmation Number *********** $485.68 paid plus additional tolls Rented small suv, we received a ***** Equinox the evening of the 15th, it was a late pickup. We drove to our hotel 45 minutes away from the airport and while driving we heard a really loud humming noise which did not go away. Since it was 11:30 pm we decided to contact Hertz in the morning. I called Hertz and explained that the car was making noise and that it should not be on the road like that. They gave me a claim # and said that I could call one of the local Hertz and switch my car just by giving them the claim number. I called 3 different Hertz locations in the ********* area and 2 said they couldnt do it because its not the same computer system and the other one didnt have any cars available. I also filled out the online form with customer service and explained the situation and that we felt very unsafe driving in this vehicle. I was never contacted . I feel that Hertz did not evaluate the vehicle before it left the premises and I was given an unsafe vehicle and was very concerned for our safety the whole time, it sounded like a wheel bearing. I also filled out the survey and was told that Hertz would contact me about the negative experience I had with the vehicle and the companys response to my concern and have not been contacted. If I am paying for a service I should get an adequate vehicle and also an acceptable resolution. I received neither one. **************** should have taken care of this incident since it was a safety issue. I was charged full price and tolls for an inadequate vehicle and no attempt at all from Hertz to resolve the issue .
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.
We apologize for any concern caused by the vehicle provided to your during your rental. All Hertz vehicles are to be properly cleaned, serviced, and in *************** condition before being released for rental. We always want to provide quality vehicles to our customers and certainly appreciate you letting us know of your experience. Your comments have been forwarded to the Area Manager for internal review and any corrective action deemed necessary.

As a gesture of concern, we have processed a refund of 2 rental days in the amount of $161.90. Though processed today, please allow up to 5-7 business days for the funds to post to your account.
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.

Sincerely,

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

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