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

7,189 total complaints in the last 3 years.
1,720 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:03/07/2023
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 reservation *********** for $190.28, extended my reservation by one day for ~$50 via the app, but was ultimately charged $291.08 instead of the ~$240 I was led to expect. Two data points suggest this is incorrect: (1) Pricing out an identical reservation on the website as an example showed a total price of ~$240 and (2) the app quoted me ~$50.Additionally, the car smelled heavily of smoke and triggered my wife and I's allergies for the duration of our road trip, negatively and significantly impacting our vacation experience.
Business Response
Date: 03/10/2023
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 confusion regarding the charges billed for your rental. Our records show you entered into a rental contract with Hertz in *************** on 02/16/23 with a scheduled return of 02/20/23, or 4 rental days, at a base daily rate of $33.00/per day plus applicable taxes and fees. The total estimated charges at this time was $200.05. Attached is your initial rental contract which outlines this information.
On 02/16/23 we show you used our Mobile App to extend your rental contract for return on 02/21/23 at 18:30h. At the time of this extension, your base daily rate of $33.00/per day was applied for the 5 rental days and an authorization of $50.00 was place on your charge card.
On 02/21/23, the scheduled date of return, we show the rental vehicle was returned at 20:17h which accounted for a 6th rental day. Your rate converted to a weekly base rate of $198.00/per week, or $33.00/per day for 6 rental days. This base rate plus applicable taxes and fees came to a total of $291.08. Based on our review and record of your rental, the charges billed are valid and followed the initial base daily rate provided to you at the time of reservation. No adjustment is warranted as the billing is valid.
Customer Answer
Date: 03/10/2023

Complaint: ********

I am rejecting this response because: I was told that my President's ****** status affords me a four-hour drop-off grace *********************************************************
Business Response
Date: 03/13/2023
Complaint ID: ********
Hertz RR#: *********

Please be advised President's ****** status does not provide a 4 hour ***** ******. There is a 29 minute ***** ****** for all customers. I apologize for any misunderstanding.
Customer Answer
Date: 03/14/2023

Complaint: ********

I am rejecting this response because: Im attaching a conversation I had with your customer service team confirming the four-hour grace ****** for Presidents Circle members. Please rectify the additional day charge since the misunderstanding is not my causing.

Additionally, would welcome your input on the heavy cigarette smell causing allergies.
Please also understand that I am starting a new travel-heavy job soon and that this consider will impact my future rental choices. I am accustomed to renting with Hertz and would prefer to stay a customer, but expect the rewards program to be meaningful.
Sincerely,

*************************
Business Response
Date: 03/17/2023
Complaint ID: ********
RR#: *********

The documents you have provided do not state there is a 4 hour grace ******* Therefore we stand behind our previous response.
I apologize for the condition of the vehicle. A review of our records indicates there was no issue with the vehicle when it was rented to you. When the vehicle is not satisfactory we ask that you call our Roadside Assistance to request an exchange. To prevent recurrence we have shared your feedback with the location management.
Customer Answer
Date: 03/18/2023

Complaint: ********

I am rejecting this response because: Apologiesplease let me know if the screenshot is attached this time.

Sincerely,

*************************
Business Response
Date: 03/24/2023
Complaint ID: ********
RR#: *********

Thank you for providing the information. Due to this I have adjusted the rental to a 5 day rental. The refund is $37.29 to your credit card. Please allow up to 7 business days for the refund to post to your account.
Customer Answer
Date: 03/25/2023

Complaint: ********

I am rejecting this response because: Thank you. Can you kindly include the taxes in the refund amount please? The refund should be around $50 in total the app quoted me a $50 increase for a one-day extension, and pricing out an identical reservation on your website as an example shows a total price of $240, a $50 difference from the original booking for $190, confirming the total of $50.
Thank you.

Sincerely,

*************************
Initial Complaint
Date:03/07/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 12/08/2022 I rented a car at 8:45 am. I paid $410.00 charged to my **** for the rental. I drove directly to the Hertz location at the ******************* airport. Prior to entering the airport lot I filled the car with $50.29 of gas at the Shell Station at ***************** at the Tank Farm Rd. which is just outside the airport. We arrived approximently 1 pm. The agent was in the lot and told us she was trying to leave and just put the keys on the counter inside, which I did. The car had to washed before it wentout again because it was covered with cow manure because I got behind a truck that was blowing it off the back of atrailer. My daughter pick us up and took us to our home at ******************************************* where we have our own car. We stay in the area until we fly out at 6:45AM on January 6 to **************. Two days after we arrived my 78 year old husband tested positive for COVID, so we were quarantining until after Christmas. I have tried to get this resolved. I called when igot the first bill for $606.82. They said they would look into it. I called a second time when the second bill came. I called the Hertz complaint line again on Feb 6 @6:45PM and spoke to ****** and his supervisor, ******. They noted that a an inquiry had beensent to the airport locationbut they had received NO response. They said they would inquire again. I hve now been turned over to a collection agency, *********************************. I spoke to ********************* this morning and have sent in another dispute.Rental agreement #:********* Reservation ID: *********** Frequent Traveler: ZE1 Hertz Ref # ********* ******************************* Ref # RR15776997 Thank you very much *********************
Business Response
Date: 03/10/2023
Complaint ID: ********
********************** RR#: 108897493
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 or confusion caused by the charges billed on your rental in regards to the return date logged. Since our ******************* location is an independently owned and operated licensee location, when the vehicle was returned one-way to their branch they had to notify our branch in *********** of the return date, time and mileage at which time the branch in *********** finalizes the invoice. This is due to the fact our licensee locations bill and invoice rentals directly and not through our corporate billing systems; therefore, when returning one-way licensee locations cannot immediately close a corporate generated contract.
With this in mind, we immediately reached out to our partners in ******************* regarding the return date of your rental. They have responded and confirmed the vehicle was returned on 12/08/22 as scheduled and with a full tank of fuel. They have also confirmed this information was shared with our *********** team immediately upon your return. Rest assured, this matter has been shared with appropriate management for their full review and corrective action where deemed necessary.
Since the billing was incorrect based on the information above, we have notified our ******************** to close the collections file for the outstanding balance of $606.82. This process will take up to **** business days, during which time you may receive correspondence. Please disregard any notifications received.
As a gesture of customer service, we are applying 950 Gold Rewards Points to your account at this time. You may review this information immediately by logging into your account via the Hertz website or mobile app.
Initial Complaint
Date:03/07/2023
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.
On 11/30 hertz towed the rental car that was supposed to be covered by friendly ***************** has sent a check to cover the lapse in rental hertz was supposed to to refund the entire amount of ****. 35 to my checking account but has since. Not refunded the amount after continuous contact from **** and hertz have yet to receive any refund hertz has gone back and forth stating to check both checking account and has now said that **** is responsible for the refund after contacting **** they advised to sent all bank statements to General manager at the hertz on Rancho in ********* have not received anymore contact from hertz or **** with refund and need the refund for insulin
Business Response
Date: 03/08/2023
BBB Case: 19550104
RR# H17612980

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

Our records show two refunds were submitted and cleared to the **** Card ending in ****. The first amount of $370.90 which cleared on 12/29/2022 and the second amount of $1666.35 which cleared on 03/07/2023. I have also attached two receipts for your review.

Thank you for contacting us.
Customer Answer
Date: 03/08/2023

Complaint: 19550104

I am rejecting this response because:amount is not in account sent multiple bank statements showing account has not received the refund amount bank verified refund is not in account either

Sincerely,

*************************
Business Response
Date: 03/13/2023
Complaint ID: ********
********************** RR#: H17612980
This correspondence is being sent in response to **************************
We apologize for any confusion; however, the before-mentioned credits were directly processed to your charge card ending in xx-**** as previously advised. The invoices provided show both credits, the card they were processed to and the dates that the credits were processed. Please contact your bank for further assistance. In addition, if you would like for us to further review, please provide us with your full bank statements from December 2022 - March 2023 for our full review.
Initial Complaint
Date:03/07/2023
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 have rented a vehicle with Hertz between Jan 31 to Feb 4, 2023. The vehicle was returned in the afternoon of Feb 4. Few hours after returning the vehicle, I was notified by Hertz via email that they discovered there is a damage to the rental vehicle and had provided me with a picture of the damage described. In the same email, they request that I would fill out a incident claim form for them, finding that the form was non attached, I simply replied the email asking for the form that was described. After that I had never hear back from any of them, so I would assume that they will just skip that and will contact me once they had it repaired.In exactly a month later, I was contacted by a collection agency name "******************", without any detail or receipt, was asking me to make a payment of $849.89 for the damage. I was not surprised that I was contacted to make the payment, but I was shocked to receive the notice through a collection agency, that Hertz had made no effort in contacting me before sending my name to collection damaging my credibility. In fact, I was being cooperative and never had refused to pay them for the damage that was caused during my rental period. I would be happy to settle this matter with them directly instead of having my name and information put up to the collection system. The way they are treating me is very disturbing and this may cause serious damage to my credit score.After reaching out to both Hertz and D&A via email, D&A did provide me with the necessary documents, but Hertz just did not provide a response whatsoever.
Business Response
Date: 03/10/2023
Complaint ID: ********
********************** RR#: 920880741
This correspondence is being sent in response to ***********************************. Thank you for allowing us the opportunity to review your concerns.
We apologize for any inconvenience or concern caused regarding the damage claim filed on your rental. Since damage claims are handled directly by our *************************** team, we have forwarded your concerns to their offices for assistance. A member of their team will be reaching out shortly to provide assistance. If you would like to follow up with them directly regarding the damage claim, you can contact them at ************.
Customer Answer
Date: 03/12/2023

Complaint: 19548348

I am rejecting this response because: I have already tried to contact your claim department previously and they just ignored my requests and direct my back to the collection agency. Please handle this directly and provide us with a solution within this BBB complaint, attempt contacting me outside of this complaint in just inefficient.

Sincerely,

***********************************
Business Response
Date: 03/16/2023
Complaint ID: ********
RR#: 920880741

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

I regret the inconvenience this matter has caused you. As we were not present for the conversation between yourself and our representative, we must rely on documentation available.

If you would like to make a payment to Hertz directly, please mail a money order to PO BOX ****** ******,** *****, checks and credit card payments are not accepted.

Thank you.
Customer Answer
Date: 03/22/2023

Complaint: 19548348

I am rejecting this response because: Didn't found it helpful as the person is asking for payment to be sent without providing any documents or contact person info.

Sincerely,

***********************************
Initial Complaint
Date:03/06/2023
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.
Transaction Date: 2/26-3/3 Rental Agreement: ********* Amount Paid: $788.31 when they were suppose to charge ** $272.21 Nature of Dispute: We were confirmed that we will get a Tesla. We went downstairs and the person in the counter named ***** said that there is no Tesla and she left. No explanation. After 10mins, she came back, another family was waiting for a *****, told me that ***** is incomprehensible and oblivious of what is happening. They have been there for almost 30mins and no response.This is our first time traveling with our toddler and she was cooperative. However, we know that she needed a nap. After 10 mins, my husband went out looking for ***** and she was nowhere to be found. We saw another irate person coming and the person started raising his voice. Now, we knew something was wrong. My husband went out and guess what - another Hertz employee said that there is no available ***** and we can pick anything from the five star or platinum. We asked if we are going to be charged more than the Tesla - they said no. It will be a replacement. Not true in the end. When we looked at the lot - this is what they had - most of the keys have no keys, have broken windshield etc. The person said that if we want a *****, we need to wait for another 3 hours. We took at 2019 Equinox instead.After leaving the parking lot, we saw an extra charge. We said we will deal with it when we return the car.We returned the car on 3/3 at 5:20pm. The person on the receiving areas said that she cannot do anything with our concern and we should go upstairs to discuss our issues. She gave us the car keys and said that we hand it to the person in charge upstairs.We waited for 30mins in the line. We lined up and the person who assisted us is *****, the same person who assisted me last time. She said she cannot accept the keys so we left them on the counter. Now looking at our receipt, were charged for a lost key of $400 and a late fee when were there on time. We returned the key.
Business Response
Date: 03/09/2023
BBB CASE#: ********
RR#: *********

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

Our records confirm you contacted our *********************** who addressed your concerns and processed a refund for the $400.00. The refund cleared our systems on 3/08/23.

Thank you for contacting us.
Initial Complaint
Date:03/06/2023
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.
Hertz charges more in convenience fees than what it costs for tolls with no disclosure by its representatives
Business Response
Date: 03/09/2023
BBB CASE#: 19543341
RR#: H21026213

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

************************* entered into a contract with The Hertz Corporation on January 9th, 2023.

Our partnership with PlatePass was designed as an added convenience to busy travelers who may not have time to stop and pay a toll or carry their personal toll pass with them on trips. As I am sure you are aware as well, several states are now going to cashless tolls, so without a toll program in place to assist customers with paying the toll, they could be faced with a more expensive proposition in paying a toll violation. The administration fee is in place to help Hertz recoup our costs from managing the toll program.

All toll charges are applied to the Credit/ Debit card,provided for the rental, within two weeks of the rentals completion. The administrative fee, $9.99 per toll, is assessed for each toll charge the administration fee will not exceed $90.00 per rental. This information is provided in the Terms & Conditions as listed in your Signed Rental Agreement on Page 3. Based on our records the toll change and admin fees billed are correct and no adjustment is due.

In order to dispute these fees, you will need to contact ATS/PlatePass **************** at ************** between 7:00 a.m. and 7:00 p.m. Monday through Friday Central Standard time they can assist in the dispute of theses tolls and admin fees.

Thank you for contacting us.
Customer Answer
Date: 03/09/2023

Complaint: 19543341

I am rejecting this response because: there is no correlation between a $10 administrative fee being an actual cost for plate pass. This is an unfair business practice solely designed to maximize profit at the expense of the consumer. The contract is a contract of adhesion and the terms are not explained. No written contract is produced to be signed before reading. Signature lines appear on a tiny device that does not explain any information. Since tolls are tied to the license plate and it is easy for ********************** to use the license plate to identify the driver, there should be no fee at all. An unfair, anti consumer business practice and I will contact a class action attorney to review
Sincerely,

*************************
Business Response
Date: 03/13/2023
BBB CASE#: 19543341
RR#: H21026213

I apologize for your dissatisfaction. The administrative fee of $9.99 is per usage days, therefore it's only billed on the days you incur tolls and not for the full rental duration. Although the resolution is not what you preferred, no additional action is warranted as you were correctly charged.
Initial Complaint
Date:03/06/2023
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.
Rented a car from Hertz location ******. Rental Agreement number *********. Car was programmed with a Key Type software. Car would not go past 80 mph. Radio Volume was also restricted to 14. I called Hertz to report this problem. I was supposed to have received a $100.00 voucher back in December. Went to the wrong address. I called again in January and was supposed to have received it in February. Still no voucher. I believe since the call center is infested with Asian speaking people they cant understand the English language and probably sent it out to the wrong address. Case # ********
Business Response
Date: 03/09/2023
BBB CASE#: 19540674
RR#: 102065681

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

I can confirm the first rental certificate was sent back and received on February 24th, 2022. In addition, a new certificate was resubmitted and will be mailed to your ********, ** address. Please allow up to ten business days for processing.

Thank you for contacting **.
Customer Answer
Date: 03/12/2023

Complaint: 19540674

I am rejecting this response because: i have never received the Certificate

Sincerely,

*******************************
Business Response
Date: 03/20/2023
Complaint ***********
RR#: 102065681

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

I apologize for the delay in you receiving your rental certificate. After review of your query,I show that the initial rental certificate was returned to us. Please be advised that I have issued another $100.00 rental certificate to the address provided please allow 14 business days to receive by mail.

Thank you for contacting us.
Initial Complaint
Date:03/06/2023
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.
RR#********* I am a Uber Partner since 2016. I have been renting a vehicle from Hertz Uber of Lakewood (Hertz Rent-A-Car). This past week, I was unable to extend my rental due to the fact there was some sort of inspection due on the vehicle which was done the day before (3/1/2023). I had to call the local office to get my extention processed instead of the 877 number provided by the location. Within less then an hour passed, the location called me up. Due to a glitch in their system they did not get a "Transaction ID Number" from the process. They called me to get the transaction ID number from my card holder and that I needed to do it before 5 PM on 3/2. I was able to get the transaction ID number from my card holder. I provided the number to the Hertz Uber of Lakewood via E-Mail as arranged. They in turn reach back out to me via email to inform me the transaction ID number was "incorrect" at 4:13PM This is the only number my card holder had. So I in turn reply to ******* to tell her that I am sorry, there was nothing more my card holder had on the transaction except the information they had provided and advised her that she would have to contact HER merchant account services to get what SHE required from their merchant service provider. Transaction ID numbers are NEVER 6 digits short. Friday comes and goes as I go to work, I get a few trips, when at 9:12 PM I get a 3 hour ride to go to *** in *******, **. I get back to base location to call it a night after 4AM, open up my Uber Pro Card App to find Hertz unlawfully and unethically chagred my account $121.00 without my knowledge or my authorization. Anyone whom I need to talk to doesn't work on weekends?! Leaving me short for the weekend for someone's unjustified actions with whom we trusted with our credit card / banking information. I am being put in a tight spot and risk the chance of getting kick out of a hotel I now cannot pay for because of someone carlessness leaving me extremely short.
Business Response
Date: 03/14/2023
Complaint ID: ********
RR#: 145875903

Thank you for contacting us. We appreciate the opportunity to review and respond. A review of our records indicates per the terms and conditions with the Uber program and Hertz the vehicle was scheduled for maintenance on 03/01/23, however you refused to do so. On 03/04/23 an authorization of $121.00 was authorized on your credit card due to the rental had not been extended. When the vehicle was returned on 03/09/23 the full rental total was $1428.62.
I apologize for any dissatisfaction you may have had. 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: 03/14/2023

Complaint: 19540074

I am rejecting this response because:
I got the monthly email about "maintenance" on 3/1 and I entered the mileage in the "Hertz Maintenance Portal", submitted the mileage and NOTHING POPPED UP regarding to any MAINTENANCE REQUIRED as it was not DUE until ***** and on 3/1/2023 the milage on the car was around ****** if I recall. I went to Hertz of Lakewood because ********* had provided a PASSED inspection document and the document was returned to Hertz Uber of Lakewood. This was all becuase Hertz Uber of Lakewood, would NOT except the FAILED report from ********* they filled out on 3/13 when the vehicle WAS brought in for MAINTENANCE!! So do not sit there and tell me I refused to "maintain" this car when the fact of the matter is, it is done AT THE RENTER'S TIME AND DIME (which is UNEXCAPTABLE). I wasted 2 rental days because the MAINTENANCE done caused the car to be unuseable ***************************************************************** down for the night because the car started to buck, lights flicker, etc. Yes, the car rented was a "Comfort" qualified vehicle, drivers DO NOT MAKE MORE for Uber Comfort rides, we only get our UBERX driver fee, while UBER charges the riders more so only UBER makes MORE for these rides! So if **** told you DRIVER'S make more with ************, they LIED. Uber only knows how to be decietful to anyone and everyone, including riders who are being overcharged for their rides. Sometimes as much as 75% over what they normally would pay. You are deflecting from the complaint entirely.
On March 7th in the 4:00 AM hour, my card holder informed me that Hertz Rent-A-Car attempted an unauthorized to charge my account once agian for $181.00. It seems that due to the "glitch" in their system and not getting "THEIR" short digit transation ID number. ********************************************* is attempting to DOUBLE CHARGE my account and put a second hold on funds for $358 to get a transaction ID becuase they refuse to do what they MADE me do before 5 PM on 3/2/2023. In which made no difference because the transaction ID provided to them "The code that was sent is incorrect. It should be a 6-digit code." But this pratice is condidered ILLEGAL as it is double-dipping and done without the card-holder's consent or knowledge. This is considered to be unethical because, in this case, this card is a DEBIT card, not a credit card. This plays with people's lives because this is NOT "VIRTUAL CREDIT POINTS" you are playing with, this is people's ACTUAL MONEY here, and it effects the card holder's lifestyle. This card holder's lifestyle (not by choice) has a very high pricetag. But I would not expect Hertz CORPORATION or Hertz Uber of Lakewood to know this because of the inpersonal professionalisum pratices as a whole.
In fact, I am still being contacted by Hertz about being OVERDUE from 3/2/2023 via MAIL and E-MAIL and PHONE CALLS. Because I was put out of business 3/10/2023 for too many PENDING TRANSACTIONS, UNAUTHORIZED TRANSACTIONS and DOUBLE CHARGING. On 3/9, Hertz Uber of Lakewood did a "REWRITE" of my rental agreement and instated of pulling all the PENDING TRANSACTIONS together to apply monies debited from my account previously, HERTZ (THE CORPORATION) failed in accounting for the CREDITS to APPLY to the $1428.62 charge for the four weeks of charged rental fees. So it was passed throught as a NEW charge and caused my account to go NEGITIVE. You want to talk about being NEGLECTFUL. Hertz Rent-A-Car is EXTREMLY NEGLEFUL and DOWNRIGHT IRRISPONSABLE of their customers INFORMATION and their FUNDS. This seems like a job to for SEC to get involved for this unethical practice. And from what I have been told from Uber, this is a GLOBAL matter as several other drivers AROUND THE ***** are experiancing this SAME issue WITH HERTZ CORPORATION, WITHOUT an EXPLINATION or JUSTIFICATION!
When your response has to deal with the complaint, then you may then take up my time.
Sincerely,

*******************************
Business Response
Date: 03/21/2023
Complaint ID: ********
RR#: 145875903

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

I am sorry you disagree with our previous correspondence; we find this matter to have been thoroughly investigated and must stand by our previous response. However, if you have a copy of date stamped copy of the passed inspection document, we would be happy to consider it for further review.

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: 03/22/2023

Complaint: 19540074

I am rejecting this response because:
The FAILED and PASSED inspection reports were dropped off at Hertz Uber of ********, *******************************************************, as I believe I previously stated but you did not make note of. In the mean time, I have been out-of-pocket 6 days of rental charges, returned my vehicle on 3/13/2023 yet was charged the ENTIRE week rather than the days in posession. Hertz is nothing but a greedy company who's sole purpose is to charge its customers BLINDESIDED by these "imaginary" made up fees. The last time I knew, that was considered NONDISCLOURE and was AGAINST THE **** PUNISHABLE BY EXPLUSION OF YOUR MERCHANT ACCOUNT. Meaning: "Hertz" will not be able to process credit cards ever again. So I really do not see how or why this is allowed to continue or even why this matter has not be brought up to Security & Exchange Commison (SEC) for such actions and for what this establishment has put people though. Because of these actions caused by no fault of ones own actions, I have been forced off the road for a total of 10 days and going. That is an estimated loss of income of about $2,300 - $2,500 and COUNTING. I am a "highly rank driver" with Uber for 7+ years. This has cost me 100's and 100's of points to keep my "status" or regain my "Diamond" status (1000 Points) by April 31 and with 6 weeks or less to go, thank to these actions from Hertz lack of accounting and resbonsibility of negligence, I am now going to be strugging once again due to falling behind becuase of my account in the RED for such a long peroid of time and the only action Hertz is pulling here is DENY, DENY, DENY, STALL and DECIET. I speak the truth and nothing but the truth, and Hertz will NOT own up to their irresponsibilty. I can pass a lie detector test any time, any place but Hertz won't be able to! Hertz is not an ETHICAL company, nor are they RESPONSIBILE for THEIR OVER-REACH ACTIONS.
Sincerely,
****** (Doc) Engstrume
Initial Complaint
Date:03/06/2023
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.
Rented a vehicle on Friday February 24,2023, through the Uber Hertz. Hertz failed to upload documents on the Uber app as they are supposed to in order to drive the vehicle. They are closed Saturday and Sunday there for I lost 2 days of work there so I called and went to office on Monday I was told by staff there, that car will be uploaded in app by end of day nothing was done. Tuesday the same thing back and forth kept hearing the same thing will be uploaded in app by end of day and nothing. Wednesday March the 1st was uploaded in the evening at about 6pm. Car had to be returned on Friday March 3,2023. There for I lost Friday night all weekend and Monday, Tuesday, and all day Wednesday. I spoke with staff in office about some type of compensation they told me that I had to call ************************************ I called them and told me that I had to call Uber for that , I called Uber they told me that I have to call Hertz because they do not have access to Hertz vehicle documents so there for Hertz is responsible for this I called hertz and all they offered to compensate was a $50 voucher. I lost money and time because I could not work and lost money paid towards the rental for a whole week. Rental Record # ********* car make and model 2022 Tesla model 3. The office I rented from is Hertz ( Uber ) *******************************************************************.
Business Response
Date: 03/09/2023
Complaint ID: ********
RR#: 153317684

The District Manager has advised she reached out to you directly to resolve this matter.
Customer Answer
Date: 03/10/2023

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:03/06/2023
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.
Using Expedia I reserved a Hertz MidisizeElite (Confirmation: #K41316572E7) (Expedia Itinerary: **************) Tesla Model 3 or similar; for Monday 27FEB23- Monday 06MAR23. I arrived around 10:05 a.m. on Monday, 27FEB23 and was told that they did not have a Tesla Model 3 or similar. I asked ***** (I think this is his name) if he could give be another car. He offered me a SUV and stated that it would be an additional $240 in addition to the price quoted. I was not willing to pay more because they didn't fulfill the confirmed request. I asked for a manager. He called someone on the phone and this person said that they would not match the quoted price. I asked for a ride to my place of work. In route back to work I called the corporate number and they too said basically there was nothing they could do other than charge me more money, for another vehicle. I asked to speak to a manager. The young lady then stated that she could reserve a Tesla Model 3 at the initial quoted price from the ************************************************************************** location for a **** pickup. However, when I arrived the Tesla Model 3 or similar was not available. I was given a ******* Venue. Which I paid the same price as quoted for the Tesla. Later the same day I noticed animal hair in the trunk and under the seats. Which I reported to Hertz. I was offered another car but it would not be available until later that day. I did not take that offer because I would not make it there before they closed.
Business Response
Date: 03/10/2023
Complaint ID: ********
********************** RR#: 154502401
This correspondence is being sent in response to a query made by *******************. Thank you for allowing us the opportunity to review your concerns.
We apologize for any inconvenience or difficulties caused when the reserved vehicle class as not provided at the branch. We 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. Whilst we do state that a vehicle from the class booked will be available, on rare occasions, unforeseen situations arise that are beyond the branches control. This is usually caused by late returns, extended rentals, damaged vehicles etc. When it does occur,our policy is to provide a vehicle from the next available group at no extra cost. Having reviewed the details of your rental, we are concerned to see that the branch have not followed this procedure. Rest assured this has been raised with management at the branch to ensure it's addressed with all staff.
With the above in mind, we have processed a refund for the downgrade in the amount of $19.48. Though processed today, please allow up to 5-7 business days for the credit to show on your billing statement. In addition, as a gesture of concern, we are mailing you a $50.00 certificate to the mailing address provided. Thank you for bringing this matter to our attention and for allowing us to provide assistance.
Customer Answer
Date: 03/11/2023

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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Hertz is NOT a BBB Accredited Business.