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:03/03/2023
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.
Gold #********, Rental #********* On Feb 17, I had a prepaid rental for a 7-passenger car reserved for $374. Pursuant to Gold benefits, my vehicle should have been waiting with name on the board. I arrived around 11:45pm to find my name was not there. There was a line of 50+ people, with 1 person at desk, and people were not sorted into gold rentals (quickly pointed to car) or those from whom substantial paperwork was required.One hour later, an agent directed to where to wait for car. A colleague responded into radio "beggars can't be choosers." I am not a beggar. I pre-paid (a lot) for a car.The car came. It had 5 seats. I walked back into the building and informed the agent, who said sarcastically into his radio, "the car's not big enough for her" (implying I am fat?!?!). I explained that I had 6 family members and rented a 7-person car. He said it had 7. I told him come out and show me where the other seats were. There were 5. He called me an "irate customer" (I remained respectful) over the radio and requested the right car. The car arrived, with no windshield washer fluid, not serviced from last rental. As it was now after 1am and my young son, who has SPD, was really struggling, we took it, thinking we would address it with (non-existent) customer service later.At exit we waited another 45 mins to leave garage while 1 person checked out 50 cars.One employee told me they had 3 people doing 15 people's jobs. If Hertz cannot employ people to staff the location, they should not have contracted to provide more than 40 vehicles from my flight alone. We got out of garage at 1:40am. The whole first day of our vacation was a wash while kids slept, wasting my money. I addressed this by submitting 2 website requests and 2 emails (see attachments), and speaking with 2 customer service reps, ending with purported manager "******," employee ID ****, who told me he had no boss and I could not speak to a supervisor.
Business Response
Date: 03/13/2023
Complaint ID: ********
RR#: *********

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

I appreciate you bringing this matter to our attention. Please accept our sincere apologies for the experience you had at our ***************, ** location. As a service-oriented company, we rely on customer feedback to help ** maintain and improve our service performance standards.

Thank you for letting us know about the unhelpful attitude of our representative, who failed to handle the matter in a courteous and professional manner. Please be assured your comment have been shared with our Senior Leadership Team. They will investigate this matter internally and take the necessary corrective actions so situations like the one you described do not occur again.

Please be advised that a full refund has been issued for $374.72, as a gesture of our goodwill. Please allow 5-7 business days for funds to post.

Thank you for contacting us.
Customer Answer
Date: 03/13/2023

Better Business Bureau:

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

Sincerely,

*********************** *****
Customer Answer
Date: 03/28/2023

On March 13, 2023, Hertz agreed to settle my complaint with a full refund, stating it would take 5-7 days to process. They have not issued any refund.

Business Response
Date: 03/29/2023
Complaint ID: ********
********************** RR#: 150054354
This correspondence is being sent in response to *********************** *****.
We apologize for the delays in receiving the before-mentioned refund. We have confirmed the refund was input into our billing systems; however, there has been a delay in the processing of the credit. Rest assured, we have notified appropriate management of this delay so that it may be corrected and appreciate your patience while we ensure the amount is refunded to you in full.
Customer Answer
Date: 04/17/2023
Complaint ID: ********

I received a message that this complaint was closed. It was not. They promised a refund within **** business days. They did not provide it. I contacted you. You gave them more time. Now they still have not provided the refund but you closed it anyway. I did not click "resolved" because it is not resolved until they process the refund. I did choose "not resolved" because they promised the refund, and agreed to acceptable terms, and therefore, that choice was also inaccurate.

They have yet to process the refund.
Business Response
Date: 04/27/2023
Complaint ID: ********
Res ID: *********

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

I regret the delay in getting this matter resolved I have reached out to proper personnel to have a manual refund processed.

Thank you for contacting us.
Customer Answer
Date: 05/01/2023

Better Business Bureau:

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

Sincerely,

*********************** *****
Initial Complaint
Date:03/03/2023
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 always rented with an Enterprise, switched to Hertz because of Diamond Status on Delta. Rented a car on Nov 30th, because of weather, I had a flight canceled and had to drive drone ****** to SLC. I had my Assyrians call Hertz to update rental drop off location. They told her I would have to drive to the airport to update the rental. Drove to DIA, talked to the front counter. They said they would note the account and that SLC might try and charge a much larger fee. I returned the car 2 day later than originally planned. A few months later I got an almost $4k from Hertz. Called, explained the situation, ******* stared they would fix the issue. Apparently never did, sent to collections. Now I am fielding collections calls. Called back over to Hertz, they said since its in collections, there is nothing they can do. ??????? I spend well over $100k a year for myself and my employees. Hertz is losing that business trying to s**** me over a couple thousand dollars.
Business Response
Date: 03/10/2023
Complaint ID: ********
RR#: *********

This is in response to Sterling Sessions.

I apologize for any inconvenience that this matter has caused you. After further review and consideration, we find it acceptable to honor your original rate, and to refund the difference of $3,13716. I have called you directly, to request the credit card number for **** ending in **** to process refund I was unable to reach anyone. I will attempt to contact you again Monday 03/13/23 to retrieve this information.

Thank you for contacting us.
Initial Complaint
Date:03/03/2023
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.
I booked an all wheel drive SUV for a ski trip (Buick Encore) several weeks ahead of time through the Hertz location at the **************. When I arrived there were no vehicles available whatsoever and many frustrated customers, crying children etc. The representative told me several times that because I was a gold member I could take any car in the Presidents Circle or the Gold lot. Every time I went outside there were no cars whatsoever and no employees i sight. Eventually after about an hour and a half I was given a small sedan that barely fit all of my belongings and did not have all wheel drive. There is a $695 ticket for violating the state of Colorados traction control law. I was unable to take it to the ski mountain and had to be driven by family members for the majority of my trip. When I asked the location to make an adjustment to the price they told me that I needed to call a national hertz number ******************) and that they would take care of me. When I called the national number they told me that it was completely out of their hands and the location had to make the adjustment. After being directed back-and-forth I called my credit card company who told me that because I had already accepted the service there is nothing they could do. If you read this locations recent reviews you will see that they are routinely booking reservations that they cannot fulfill and leaving peoples families in a very unsafe situation, far from home. Please look into this!
Business Response
Date: 03/08/2023
BBB Case: 19532949
RR# *********

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

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.

Whilst we do state that a vehicle from the class booked will be available, regrettably, we cannot guarantee a specific make or model. On rare occasions, unforeseen situations arise that are beyond the branches control. This is usually caused by late returns, extended rentals, damaged vehicles etc.

As an apology for the experience, you encountered I have refunded 25% of your rental for $82.55. This refund was processed today 3/08/2023 and can take up to seven business days to post back to the account billed.

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

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:03/03/2023
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.
Rented vehicle under Hertz Rent to Buy program from their **** office. On day 2 the CHECK ENGINE warning light came on. Hertz advised me to return the vehicle as it was not safe to operate (or in condition to be purchased). Returned vehicle the next morning. The car sales General Manager at Hertz **** office agreed to refund all charges and waive all fees associated with this rental. A short time later I received an email invoice from PLATE PASS, a 3rd party Hertz vendor, billing me $25.88 for toll charges incurred when the vehicle was picked up and returned to **** office. **** car sales General Manager agreed to contact PLATE PASS and have this fee waived, however, this has not been done. PLATE PASS is threatening to send this (now overdue) invoice to their collections agency. RENTAL AGREEMENT: *********
Business Response
Date: 03/10/2023
Complaint ID: ********
RR#: *********

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

I apologize for the inconvenience that this matter has caused you. I have confirmed with PikePass that all fees associated with rental record ********* has been adjusted and no payments are due.

Thank you for contacting us.
Customer Answer
Date: 03/13/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********. I have confirmed a zero balance on my account with PlatePass. This resolution is satisfactory to me.

Thank you,

*********************
Initial Complaint
Date:03/03/2023
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.
We made reservation (reservation # K2801015768) to rent a car in ****** on January 1st, 2023, returning on January 2nd, 2023 in *********. In this reservation, it indicates *500 kilometers included* and *not included **** euro each extra kilometer*. I drove 669km, so they were supposed to charge me ***** euro (**** euro x 169km). But they charged me ***** euro (**** euro x 269km). When I asked about it, they simply said *as stipulated in your contract rate for x** Corporation (note: the company that I'm working for), the price per extra kilometer is **** plus the taxes.". They cannot just charge me those extra amount without any pre-consensus. And this rental was for my personal use. I just linked Hertz membership to my company, and they used that excuse to charge me those extra amount. I requested to send me that contract so that I can check if they can ignore the only contract that we made (my reservation) and just charge me those extra cost without pre-concesus. But they have been ignoring my request since then for over a month now. They charged me extra euro (**** euro v.s. **** euro) and also extra 100km (169km v.s. 269km) over our contract.
Business Response
Date: 03/08/2023
BBB Case: 19530268
RR# *********

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

In accordance with the ********** discount terms of service rentals traveling one-way are billed .27 cents per mile/kilometer with 400 free KM. Base on my thorough review the charges billed are valid. As a one-time gesture of goodwill, I will honor what is showing on the booking information provided.A refund of ****** Euros will credit back to the account billed within seven business days.

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

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:03/03/2023
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.
RE: Claim Number ********, Claim Balance: $1,658.21 HERTZ CORPORATION ** ** *** ***** ************, ** ********** OUTLINE OF MY COMPLAINT:I rented a vehicle in late September 2022 and was involved in an accident in the vehicle on October 4, 2022. You will see the police report which did not list anyone at fault. Since I did not purchase the damage waiver, my personal insurance paid for the damage to the rental vehicle to Hertz on 12/12/2022 in the amount of $2,444.67 since the other driver is refusing to pay for the damage to the rental vehicle. This was the amount settled between Hertz and my insurance company, Allstate. My complaint is this: Now, Hertz is informing me that I owe them an additional $1,658.21 for charges t. I believe these charges are frivolous and not owed to Hertz. Hertz is also threatening me that I can not longer rent a vehicle through them because of this debt. They have blackballed me from renting a vehicle from Hertz, Dollar or Thrifty currently.Important: Hertz Counter Attendant did not explain any of these charges before I rented the vehicle. They did not explain to me that if I did not take the damage waiver, I would be charged for these charges if an accident did in fact occur. If they had, I would surely have taken out the extra cost to protect myself from being charged with all these charges, all of the debt collection calls, the disturbing of my peace and being blackballed from renting from Hertz ever again.I am still in the process of disputing if the accident was my fault or not but had to file this claim on my insurance since the other driver refused to pay and tried to claim it was my fault. I am in the process of disputing this claim. I am a senior citizen on a fixed income and to have to pay these frivolous charges would be a hardship.Hertz have been calling me and disturbing my peace about this money and now they turned me over to a collection agency and now the collection agency is calling me and disturbing my peace
Business Response
Date: 03/13/2023
Complaint ID: ********
RR#: *********

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

I apologize for the misunderstanding regarding this matter. Upon review of the rental and the information provided by our ************************ your insurer (Allstate) paid a total of $2444.67, leaving a balance of $1658.21. Whatever isnt paid by the 3rd party insurance company falls on the responsibility of the customer. These charges are valid, and no adjustment is warranted. I regret any inconvenience this may cause you.

Thank you for contacting us.
Initial Complaint
Date:03/03/2023
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.
Rental Agreement - RA92111849 Pick up - Thursday, Feb 16 in ******** Drop off - Saturday, Feb 18 in ********** We were required to pay $650 at the counter upon pickup, $350 held for security deposit. The vehicle would have been dropped off on Friday, but the Hertz in ********** was closed at the time of arrival, so we took it back first thing Saturday morning. We had a charge on our CC, in addition to the initial $650, for $100. We have no idea why this was charged and have not received any response to the > 10 calls and multiple emails sent. The contract is still not closed, despite multiple attempts to reach out. ********** Hertz advised that they cannot find the paperwork, nor can they reach anyone in ********. We have called ******** Hertz > 10 times and are never able to reach a human. We are out $350 (deposit) + $100 (unknown charge). No one is willing to help us and we have exhausted all efforts.
Business Response
Date: 03/09/2023
Complaint ID: ********
RR#: 921118494

This correspondence is being sent in response to a query made by ****************************

I sincerely apologize for the inconvenience experienced. After my thorough review of our records, I can confirm a credit in the amount of $403.63 was issued on 03/09/2023. This credit was issued back to the credit card on your account, please allow 5-7 business days for processing.

Thank you for allowing us the opportunity to review your concerns.
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:03/03/2023
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.
My rental agreement #: ********* I rented a car from Hertz ********** ** (460 ******************). We signed the rental agreement including all pictures before we can see the car. Ther was a guy arguing with them to sign since it was not normal to sign the pictures before inspecting the car. I trusted them and thought Hertz is a big company! The representative guided us to the hotel garage, where we would pick the car. The garage was so dark and I have to use my phone light to help to inspect the car. immediately, I noticed the scratches on the front of the car. I told the representative "Hi, you have lot of scratches in front of this car". But, he told me to ignore that. Fortunately, I quickly snapped one picture and unfortunately, it was the only picture I had. When I returned the car, the rental office tried to figure out what was going on with those scratches. I should them the picture and told what that representative (he was in the office that day and there is no rebuffal from him obviously) told me ignoring the issue. During reviewing pictures, I noticed those pictures they asked me to sign were taken way before I picked up the car (may be days before). After the office manager reviewed all pictures including mine, he also concluded that the damage was pre-existing. The only issue was they were not sure why. He told me he will send the issue as parking lot damage, not customer damage as we understood. I thought **** may just address the issue themself somehow. But, months later, they filed a claim on me with claim # ******** from their ******* Claims Team. I reached out to the team and shared with them above details with picture also. I also have proof the rental manager acknowledgement of the issue was preexisting, which I may use in court if the issue cannot be addressed. Now, the claim team forwarded the issue to collector without replying to my email with more follow up questions. What Hertz did is unprofessional and disappointing. I rented cars so many times with different vendors and never had any issues at all.
Business Response
Date: 03/10/2023
Complaint ID: ********
RR#: 818134026

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 the inconvenience experienced. After my thorough investigation,I can confirm our claims department has written off these damage claims. Therefore, you will no longer be held responsible.

Please know that we take all customer concerns seriously.
Initial Complaint
Date:03/02/2023
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.
August 13th 2022 My wife and I made a payment to a partner of this business, Rental Cars.com for $243.79 (Ref # *********) and the balance at Dollar (owned by Hertz) pickup was supposed to be $102.39. All information was given to them at time of pickup. We told the worker that we would like to change drivers he said "no problem". They charged our card the full amount and said the deposit would be credited back to the card. It never was and so I disputed the charge. They sent me a bill for the full amount (rental agreement#*********). I sent Hertz Corp all the paperwork, full explanation, and proof of the deposit paid on my card and sent them a check for $105. It was paid in Full. They cashed the check and sent me to collections for the deposit amount I already paid whom are now harassing me for payment. Double billing is illegal.
Business Response
Date: 03/08/2023
Complaint ID: ********
RR#: 838319451

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

I apologize for the inconvenience this matter has caused you. Please be advised that we do not allow names on reservations to be changed this procedure requires a cancellation and new reservation being created in which was done when you requested to change the name of the primary renter.

As we were not present for the conversation between yourself and our representative, we must rely on documentation available. In accordance to the Signed Rental Agreement the charges are valid, and no adjustment is warranted.

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: 03/09/2023

Complaint: 19513209

I am rejecting this response because:
The rental was paid in full. The business' reasoning for the illegal act of double billing is they have no proof of our conversation with the agent. (Yet they have not provided any statement by the employee contradicting our experience. Their lack of investigative action shows their lack of customer care. Attached are Four witnesses' testimony of the conversation with the agent. Since the business does not have proof of the conversation, I have provided proof. Four people are willing to testify in court to the fact that the agent there was no problem changing drivers and did not mention anything about forfeiting a deposit.
Furthermore, Hertz referenced the contract as their default support. There is nothing in the contract that says we forfeited our deposit by signing it.
Lastly, Hertz's contrary view defies logic. The total car rental was around $350. The assertion that we would forfeit our deposit of almost $250 (70% of the total rental) just to change drivers when both drivers were present (and were able to drive) (At a discount car rental agency for price conscious renters) just is not logical. Apparently even with a lack of evidence and against all logic Hertz does not give the customer the benefit of the doubt. I have done my due diligence and proven beyond a reasonable doubt my case and I'm sure any judge would agree if it comes to that.
Sincerely,

***********************
Business Response
Date: 03/13/2023
Complaint ID: ********
RR#: 838319451

After a thorough review I can confirm the rental was not prepaid, therefore you were billed in full for the rental. I would recommend you contact the 3rd party company for assistance regarding a prepayment.
Customer Answer
Date: 03/13/2023

Complaint: 19513209

I am rejecting this response because: Hertz (Dollar) responded with a false statement saying that they confirmed the prepayment was not made. I am attaching proof that the deposit was made to their business partner, Rental Cars. Com. Attached is the paperwork from Rental Cars.com and the copy of my credit card bill whereas it was charged. Hertz /Dollar says to contact the third party (which is their business partner). They deal with each other every day with surely thousands of transactions. Hertz should be the ones speaking to their business partner to get this straightened out. We did call Rental Cars.com and they said a mistake was made by the Hertz/Dollar employee and he did not apply the deposit we paid. I am willing to get on a three way phone call with the two business partners of Hertz and Rentalcars.com and myself to get this resolved. I have already suggested that. If they would truly like to get this resolved I think that might be necessary. The problem is the unscrupulous duo only point fingers at each other and try to s**** the customer.

Sincerely,

***********************
Initial Complaint
Date:03/02/2023
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 was charged a late fee on Feb. 1, 2023 for a rental #********* ***** /cruiz. I get emails from Hertz/Lyft saying that my vehicle is auto renewed and there is nothing i need to do on my end. But i keep getting phone calls saying that my vehicle is overdue. The first time it happened in January the staff at this location told me not to worry about about it your ok. When i call the number that is referred to me by the people who says my car is overdue they tell me that it is not them i need to talk to about renewing my vehicle rather its the location i am renting the car from. so when i go back to the office **** tells me there is nothing he can do about it because he doesnt know why it is not auto renewing. i was charged Feb,1 and when i talked to **** about the charge he acts so nonchalant and says there's nothing he can do about it. then says he will email the corporate office to see what he can do. i highly doubt that he sent an email please ask for it. *** called him about an update and he says hes busy or he'll look into it. i still havent received any information about it. He consistently tells me there is no one else i can contact about any problems im having with them. Now the car im currently renting is ***************************************************** why from hertz or lyft. i get the emails saying your good to go your car has been auto renewed. there is a problem with getting an oil change that is still not resolved. and now that the car will be repossessed today i have to turn it in and owe the company late fees and rental fees, and will automatically be withdrawn from my account apon turning the car in and have not been able to work. its a constant circle that has created a lot of stress especially when your just doing your job but have to suffer the consequences of others for not doing their job.
Business Response
Date: 03/08/2023
Complaint ID: ********
RR#: 838319451

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

I apologize for the inconvenience that this matter has caused you.

After review of your query I can confirm that this contract was agreed to be returned 01/11/2023, in which it was returned 01/25/2023. As we were not present for the conversation between yourself and our representative, we must rely on documentation available. In accordance to the Signed Rental Agreement the charges are valid, and no adjustment is warranted.

I have confirmed that your rental privileges are not suspended.

Thank you for contacting us.
Customer Answer
Date: 03/13/2023

Complaint: 19526985

I am rejecting this response because: I contacted the Hertz/Lyft office by phone and by going to the office. I let them know that i was being contacted about having an overdue vehicle. I was told that they are handling the problem and to just keep driving as long as my app still worked. When Hertz kept calling and me and telling me that my vehicle was overdue i went to the office again to try and settle the matter. When i told them they told me that the registration on the car i was renting was expired. They told me that they did not have any other rentals to rent to me and that was fine until the registration came in and not to worry about the overdue calls and messages i was receiving. Next thing you know my account had been charged for an overdue rental.
I recently just turned in my last rental because i was getting the same calls and messages about an overdue vehicle. Hertz was telling me that my vehicle has not been renewed. When i went to the office to let them know they told me to call the ****************** and that there was nothing they could do. **** told me that there was nothing he could do about the situation. So when i was turning in my vehicle i spoke to another person in the office they said that they could renew my vehicle and get them to stop calling. I asked **** about it and he said, "Oh i just did some research and it looks like i can renew your vehicle" he also told me that he could reverse the payment that came out of my account on Feb. 1,2023 after he told me for over a month that there is nothing he can do about the situation. I was getting messages about my rental be repossessed because it has not been renewed. **** consistently told me that he could not renew my vehicle so i had to turn it back in without doing any work and was charged for a week rental because that is their policy. so as of now i have a bill of $180.17 because **** consistently told me that he could not renew my vehicle. I did not owe Hertz/Lyft any money but the vehicle would not auto renew because of something on Hertz/Lyft's end. They cost me a weeks earning and also stuck me with a bill of $180.17 because of their incompetence.

Sincerely,

*****************************
Business Response
Date: 03/20/2023
Complaint ID: ********
RR#: 117218253

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

I regret the confusion regarding the renewal, I understand your frustration regarding this matter. I have issued a refund for your late fee. I am showing the charges as $110.00. Please allow 5-7 business days for funds to post.

Thank you for contacting us.

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