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:03/02/2023
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.
THIS COMPLAINT AGAINST HERTZ RENTAL CAR COMPANY IS IN REFERENCE TO RENTAL RECORD #********* AND PRE-RENTAL VEHICLE INSPECTION FORM. THE RENTAL BEGAN ON FEBRUARY 16TH THROUGH FEBRUARY 22, 2023. WHEN THE VEHICLE WAS ASSIGNED, I INSPECTED THE VEHICLE NOTING DAMAGE TO THE RIGHT, PASSENGER SIDE FRONT PANEL. BEFORE LEAVING THE **** I NOTIFIED A HERTZ EMPLOYEE, WHO COMPLETED A PRE-RENTAL VEHICLE INSPECTION FORM, NOTING THE DAMAGE AND LOCATION. AFTER RETURNING THE VEHICLE, I RECEIVED AN EMAIL SAYING I WAS RESPONSIBLE FOR THE DAMAGE! I CALLED AND CONTACTED EVERY PHONE NUMBER AVAILABLE TO CONSUMERS IN ORDER TO RESOLVE THE SITUATION, TO NO AVAIL!!! I DEMANDED SPEAKING TO AN ENGLISH SPEAKING REPRESENTATIVE AS NO ONE I SPOKE TO WAS INTELLIGIBLE NOR DID THEY COMPREHEND WHAT I WAS EXPLAINING. I EMAILED TWO DIFFERENT HERTZ EMAIL ADDRESSES FOR CUSTOMER SERVICE AND HAVE NEVER RECEIVED A RESPONSE! ADDITIONALLY, WE WERE GROSSLY TAKEN ADVANTAGE OF BY HERTZ IN THEIR PRICING DUE TO IT BEING DAYTONA 500 WEEK AND OUR PREVIOUS RENTAL CAR RESERVATION WITH ADVANTAGE RENTAL CARS BEING VOIDED BECAUSE THEY WERE OUT OF VEHICLES. I AM REFUSING TO PAY HERTZ FOR ANY DAMAGES AS I TOOK THE STEPS IN REPORTING THE DAMAGE PRIOR TO DRIVING THE VEHICLE!
Business Response
Date: 03/08/2023
Complaint ID: ********
RR#: 149371423

Thank you for contacting us. I have reviewed the claim with the management team in our ****************** They have advised they have determined the damage was pre-existing, therefore they have closed the claim. I sincerely apologize for any inconvenience caused. Please rest assured we will address this matter with our local management in *******, ** for immediate corrective action to prevent recurrence.
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:03/02/2023
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.
On the night of February 27, 2023 I was on my way home from doing Uber and in the process of that I blow out 2 tires .I then called around 1am Hertz Roadside Assistance to get it the car towed to their location. They told me they would arrive next business day at 7am. I waited a bit had to get home so I called again after talking to the representative again for the towing they gave a confirmation number to get another car . The confirmation number is *********. I was told that I had use the confirmation to get a new car and pay a rental extension credit of $298 the next day for the car to continue Uber Driving. It was 3am roughly around this time when I was in contact with Hertz Roadside Assistance. So I called the next day at 8am/9am to pay for the extension credit to get the new car. The representative also verified that there were cars available. After I made my way to Hertz store where I met **** the manager to escalate the situation further. He said they were looking to locate the car to close the contract and do a new contract. A credit for the extension of $298 was still taken before this. I waited at the store because from Hertz Manager if the airport has the car they would automatically close the account. This wasnt the case and more fees of $228, $239 & $650 was charged to my account. I did not authorize extra fees. In the beginning of this contract with Hertz there was the financing charge if $298 per week. The fees are included in the sum of all charges for the car. Im confused as to why these erroneous charges were taking out. This has been extremely stressful and inconvenient. I would like a refund of the extension credit for a extra week of the car that Im not driving. I would also like the other extra fees to be refunded back to my account by end of business day. I gave enough time to close this contract. I am not a consumer with hertz. Also Ive been calling from the past 2 days and still no answer from Hertz to verify the contract being closed.
Business Response
Date: 03/08/2023
Complaint ID: ********
RR#: 151220624

Thank you for contacting us. I apologize for any inconvenience you experienced. A review of our records indicates the total on your rental was $650.14. Attached is your rental receipt. Please be advised any authorizations that were held were released when the rental was closed out. The charge of $239.00 is an ********************** fee for the vehicle to be towed.
Please know that we take all customer concerns very seriously and I want to thank you for allowing me the opportunity to review this matter.
Initial Complaint
Date:03/02/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I rented a car from Hertz in **************** **. I noticed a fee was charged to my credit card for 500$. Hertz doesnt allow you to speak to any local agents and had to use an online chat to speak to someone.. who informed this was due to a smoking penalty. they allege that they found 2 lights and ashes in the window. I dropped the car off during non business hours, so no exit inspection was done while i was there. I have asked several times for evidence to support their claim and they have yet to provide me with any but they have already charged my credit card company. This became an issue on 2/24-- Since i have asked for evidence Hertz and yet to respond to me. please help
Business Response
Date: 03/07/2023
Complaint ID: ********
RR#: 149202631

A review of our records indicates the manager has advised there was evidence of smoking in the vehicle when it was returned. Per the attached signed rental agreement we have a no-smoking policy. Our records also indicate although your final charges was $605.54, only $275.00 was collected from your financial institution. There is currently a balance owed of $330.54. After a thorough review we can confirm the cleaning fee is valid.

Customer Answer
Date: 03/08/2023
Complaint: 19524959

I am rejecting this response because: I have been asking for some proof or evidence of smoke in the car. Ie pictures of ashes that they are alleging. Wheb I dropped thr car off it was not during buisiness hours. I was not there for an inspection without any physical evidence they are applying charges without any proof just to make money

Sincerely,

*************************
Business Response
Date: 03/15/2023
Complaint ID: ********
********************** RR#: 149202631
This correspondence is being sent in response to **************************
Our General Manager in **************** has approved a one-time gesture of goodwill adjustment to your invoice for the cleaning fee. We have made the adjustment to your invoice at this time and removed the additional charges.
Customer Answer
Date: 03/17/2023

Better Business Bureau:

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

Sincerely,

*************************
Customer Answer
Date: 04/03/2023
I was awarded the case and won against Hertz but they had prematurely charged by credit card 275 dollars and it needs to be appealed and they need to award the money back to my credit card
Business Response
Date: 04/05/2023
Complaint ID: ********
Hertz RR#: 149202631
Thank you for contacting us.
I apologize for the delay in response and any inconvenience that you experienced. However, I show that your refund for $275.00 has been issued. Please allow 5-7 business days for processing.
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: 04/05/2023

Complaint: 19524959

I am rejecting this response because:Hertz charge went thru on my account for $275 this week, i was disputing the charge with my credit company and it just went thru and i was billed on Monday. i also receieved another charge for 24$ on March 12th, it had been over a month since i rented the car. I want to make sure both of these are reversed ASAP. i a contiuing being billed for a car i rented in February

Sincerely,

*************************
Business Response
Date: 04/10/2023
Complaint ID: ********
RR#L 149202631

If you did a chargeback for the charge of $275.00 with your credit card company they provide a provisional refund while they investigate the matter. Once they determine the resolution to determine the validity of the charge they either permanently refund the amount or recharge the amount. Based on your comments it sounds as if they recharged the amount. Please confirm this information with your credit card company.
Customer Answer
Date: 04/10/2023

Complaint: 19524959

I am rejecting this response because: they did recharge the amount BUT its your business' charge. I am unsure why i need to discuss this with my credit card company. Please refund me the 275. and i still dont know why i again was charge 24$ last month. i continue to still be charged by HERTZ.

Sincerely,

*************************
Initial Complaint
Date:03/02/2023
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.
For the pass four weeks have been in the same rental today I did what I have been doing since I have been renting cars weekly for the pass three months I was returning the vehicle I was already in and I was rerenting the vehicle except today when I went I had no problem returning the vehicle they let me leave with the same vehicle but when I got to the booth the person inside booth insisted I took the vehicle from a different location other the President ****** and she directed me to take the car back and get another car car I explained to her (*****) that I had the got the vehicle out of President ****** and that I had the vehicle for one month today I gave all of the contracts I had prior to today (*****) informed me that I had to take the vehicle back up and deal with it with the manager I informed (******) that I was now going to be late for work and to have the manager come down to where I was when the manager arrived (******) she told me that I never belonged in the Range Rover because I was on friends and family and that the agent who let me out the gate was not doing their job and also that whos ever plan I was on could get in trouble because I did not belong in the type car I was in. I assured (Shevon) I was President ****** before I was on my sister friends and family and that I never had this problem before I also rent at the airport location so I can pick out the vehicle instead of getting a smaller car but until today I never had this problem. The entire ordeal was embarrassing and cost me to be late to work. I was offered some points and that was not enough I want to no why it happened to me I do not want points I want an explanation and an apology. The manager (******) also started saying to that my card declined for the payment when each week I had the vehicle the payment were taken off my credit card and then tried to tell me that what was charged on my account were holds however they was trying to recharge then saying they will force the charges.
Business Response
Date: 03/06/2023
Complaint ID: ********
RR#: 963595242

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

I apologize for any inconveniences that this matter has caused you. After a thorough review of this matter I would like to inform you that you were instructed to close out the rental and re-rent due to the *** agreement. The ** is on a Family and Friends *** that restricts the customer from renting more than 14 days.

I have mailed you a $100.00 rental certificate as a gesture of our goodwill.

Thank you for contacting us.
Customer Answer
Date: 03/15/2023
Today I attempted to pick up a vehicle and was told that I was put on the do not rent list because of a matter that I reported weeks ago no one ever contacted me about the matter. I called the suspension line and was told that I was put on the do not rent list because my credit card declined when the car that I returned was already paid for when I extended the rental a week before I returned it. I was also told that the manager reported that I attempted to drive the car off the lot. There are many things wrong with with situation one being none of what was reported actually happened two being I rented another vehicle that same day and lastly I rented another vehicle a week later. My card never declined I never tried to steal a car the cops were not called on my as I sat there for almost hour waiting for the manager ****** to explain why I was not able to leave in a vehicle I have had for a month. I attend to file a lawsuit about this is beyond someone destroying my character especially when an investigation was not done about this matter. I have been a loyal customer to ********************** and for Hertz to allow a employee to lie on me is one hundred percent unacceptable. I want to see the video of me trying to steal a the car I was actually told to take the car back up the ramp and I did not get back in the car ****** the manager took the car as I went back up to get another vehicle and I got a **** explore and left a week later I returned that vehicle and got another vehicle. I will not let this situation go until ****** is properly disciplined about this matter. Someone needs to contact As soon as possible about this matter. Hertz will be responsible for me losing pay today and any and all Lyft and Uber rides I will have to pay.
Business Response
Date: 03/17/2023
Complaint ID: ********
RR#: 148440950

I apologize for your dissatisfaction. The rental suspension is a permanent status based on the feedback from our ******* management team regarding behavior issues at the rental location. As the decision was reviewed by management before it was approved it is final.
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 excessively overcharged for a recent rental due to breach of contract. I deny all claims based on contract and have attached a letter explaining the circumstances. I have tried to settle this matter with the ******* Hertz Airport location but have been treated rudely and they have denied all claims and continue to pursue this price gouging. I also contacted Hertz corporate. I am available for any additional information if needed. Thank you for helping with this matter.
Business Response
Date: 03/09/2023
********Complaint ID: ********
RR#: *********

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

I apologize for any inconvenience that this matter has caused you. Upon review of your query I reached out to the location and was advised by management that your charges have been adjusted for $5,600.00. Please allow 5-7 business days for funds to post.

Thank you for contacting us.
Customer Answer
Date: 03/10/2023

Complaint: ********

I am rejecting this response because: they are still charging me nearly $3000 for a $548 rental. They are still claiming I broke the contract, even though I notified them and received permission from them to return to another location. I have three witnesses to the conversation in which they gave me permission and they have zero. I have asked them if they have a recording of the conversation and they said they do not do recording so they have zero proof that I did not receive permission.
Sincerely,

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

Please be advised the rental location is a privately owned and operated licensee which means they own their vehicles and handle their own billing. They have advised that no one from their location told you that you could drop the vehicle in another location without the rate changing. Based on this information we must advise no additional adjustment is warranted.
Customer Answer
Date: 03/13/2023

Complaint: ********

I am rejecting this response because: I was given permission by this location and have witnesses as to such permission. The business has no proof that they did not give me permission. They do not record their phone calls, which is where the permission was granted. According to the contract, a change is allowed if given permission. if they are not requiring written permission, which they are not, then they have to accept that verbal permission was given. They cannot continue to say the permission wasn't given when they do not have a recorded phone call in which permission was not granted. They have nothing to back up their claims and I do.

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.
Back in June 2022, I rented a car from hertz/thrifty @ Abbosford BC and I got a parking ticket. When I received the bill I immediately sent out a check (cus that was the only option) under my business name J$J nails in the amount $81.50 payable to. Thriftys car rental. Check was deposited sept 1st Ever since then Ive s been getting letters/bills stating I have ?n outstanding balance of $81.50. I reached out to Faizen (manager) and he said he would take care of it. But he did not and now hes just ignoring all my emails and calls. I just recently received another letter saying they will send this to collections. This has been paid! Ive send numerous emails and called soo many numbers left soo many voice messages but no ones gotten back to me. Iam livid! Now I have to do ANOTHER payment in hopes this doesnt affect my credit! Very unorganized and unprofessional! Will never be renting from you guys again!
Business Response
Date: 03/10/2023
Complaint ID: ********

Please accept my apology for any inconvenience caused. I have reviewed this matter with our ****** ********************* and they have advised the amount has been deposited to the unpaid invoice and it is now resolved and the account closed.
Initial Complaint
Date:03/02/2023
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.
Hello my name is ***************************** Im referring to a rental I booked 4 to 5 months ago with hertz rental . I was involved in an accident and didnt realize that she took off the coverage without my my consent towards the end of my reservation. Now Im being told months later that I have to pay for the damages due to the fact I didnt have any coverage on my vehicle. Im a presidential rider of hertz as you can see and Im well aware of the repercussions and consequences of getting into an accident with hertz , which means I know the ins and outs . I dont want to be responsible for any damages or for someone else mistakes. Also you can see with the photos within a week time she was making change without my consent
Business Response
Date: 03/08/2023
Complaint ID: ********
Res ID: ***********

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

I regret any confusion regarding this matter. After a thorough investigation I can confirm that there is no Damage Claim on record for rental record 837476776.

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:03/02/2023
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 reserved a rental car from Hertz between February *****th in ********** for my family vacation totaling $323. Reservation number K36420999A7. When I arrived in **********, Hertz informed me they had no cars available. Their resolution was for me to go find a rental with a different car rental company. The only Option I could find was a $175 Uber that I paid for to my hotel. Then a rental from Feb ***** for $921. I booked both of those options to try and salvage my family vacation. I made a complaint with Hertz already and they emailed me back that the only thing they could do was offer me a 25% discount on my next car rental in **********! What an insulting offer. I asked to be compensated for the additional $773 I ended up having to spend in ********** on transportation because Hertz was not able to fulfill our rental agreement and provide the vehicle I reserved.
Business Response
Date: 03/08/2023
Complaint ID: ********
Res ID: ***********

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

I apologize for inconvenience that this matter has caused you.

The travel industry at large is experiencing high demand in travel while facing shortages in vehicle availability from manufactures. These circumstances have provided strain our typical customer experience. We appreciate your feedback,please be assured we are taking steps to adapt to the new demand within the travel industry. Whilst we do state that a vehicle from the class booked will be available, regrettably, we cannot guarantee vehicle availability. I have mailed you a $100.00 rental certificate as a gesture of our goodwill.

Thank you for contacting us.
Initial Complaint
Date:03/02/2023
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 reserved AWD SUV for a week ski trip in ****** (pick up date 2/18/2023 @ 8:30), the reservation was pre-paid for around $630, far above the rate of a regular SUV or a car. On arrival, the car we reserved was not available. The gold star office was overflowing with people, luggage, kids in strollers, ski bags. People were waiting for many hours for a car. My daughter (12) observed that we and the people were held as hostages. The staff showed no mercy and offered no explanation or prediction of when a car would be made available. There was no transparency as to how the cars were distributed. No public record of a line. It seemed random and unfair. There were many cars parked outside. The clerk said those cars were missing keys. This was not true. Another customer found keys to many of the cars in the cars. Given the situation, it seemed hopeless and our only option was to take one of the cars for which the customer found keys. The car we got, did not have AWD. During our stay, there was two days snow storm and we needed to adjust our plans to avoid getting stuck in the snow as the car was not good driving in the snow and we already got stuck twice!!! We had to miss skiing because we could not get to the place we wanted. The car we ended up getting was in poor mechanical order, jiggling all the time. When we picked up the rental, we were promised that because we did not get the car we reserved with AWD, our price would be adjusted; but it was not. We were charged for the car we reserved and did not get. I rented from the same counter last year, without any issues. This was a horrible way to start a long-awaited vacation. When I called customer service to resolve the charge dispute (because we were significantly overcharged) I was told we could get $100 credit for future rental. That's not acceptable. I do not think I will ever be able to rent from hertz again. All customers that day were treated so poorly. We were treated horribly. It was a disaster! REFUND
Business Response
Date: 03/08/2023
Complaint ID: ********
RR#: *********

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

I apologize for the inconvenience this matter has caused you.

The travel industry at large is experiencing high demand in travel while facing shortages in vehicle availability from manufactures. These circumstances have provided strain our typical customer experience. We appreciate your feedback, please be assured we are taking steps to adapt to the new demand within the travel industry.

After further review and consideration,I have proceeded to process a partial refund of 30% in the amount of $216.53 as gesture of our goodwill. Please allow 5-7 business for funds to post.

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

Complaint: ********

I am rejecting this response because it not a fair and reasonable resolution given the hardship we experienced. The explanation does not match the reality we experienced, and what we witnessed on the ground in ****** on the evening of Feb. 18, 2023. We respectfully request a refund. We were held as hostages for over two hours (taking into account waiting in line). We were provided no assistance to get a car we actually reserved. We got a car through self-help from another customer! We, and other customers that day, were all mistreated and Hertz should not earn any profit from the transaction. Not only did Hertz fail to provide the services we contracted for and pre-paid for, but Hertz should be held punitively accountable. It is irresponsible for a company to promise to have a pre-paid AWD car available for immediate pick up (which we paid for and reserved months before!) only to have no car and hold the customer hostage at the counter. If we knew of this, we would not have contracted with Hertz. There were many other companies that had lower prices when we booked the car. We went with Hertz because we had a positive experience a year before and because we have rented from Hertz many time in the past and since the pandemic when all of the supply issues have surfaced. It is specifically because we thought Hertz is a trusted company with high level of customer service that we contracted with ********************** and decided to pay more!
At no point, the staff mentioned any supply chain issues. Supply chain issues is an excuse, which is not to be believed. There is no excuse for a lack of transparency. This response is further evidence of a lack of transparency and disrespect to a customer. The truth is, what we observed and were told that the cars were overbooked. Hertz choose to overbook its cars in hope of making greater profit. Hertz also made no reasonable effort to ensure people were assigned cars as fast as possible. Supply issues could not have been the cause because last year - when supply issues in the travel industry were at their highest level - we experienced no issue with renting with Hertz. Hertz lot at the ************** is huge and there were lots of cars (big and small, AWD and not) that were all over the place. The staff continued to suggest that the car keys were missing. While the gold member counter was overrun, the general counter continued to issue cars and there was a long line of cars leaving the lot. The return lot was FULL of cars. There was no reason why those cars were standing idle, while a few dozen of people were being held hostage at the gold counter.
What troubled me the most, is a complete lack of transparency about the cause of the problem, the line, who is ahead of who, who is waiting for what type of car. Some people came up and were assigned a car right away. We were told they pre-paid. We did as well, but this was not the case for us! Periodically, a manager was called. Periodically, a customer would get particularly enraged at the situation. A customer would protest and all of a sudden, they would be gone! Troubled customers were assigned cars to get them out of the way. A car was given to them - to get them out of the counter.
Lack of cars was only one issue. We encountered staff that lacked any customer service etiquette. The staff was rude and had no compassion. We traveled all day to ******. We were hungry. We expected to pick up the car at 8 and eat dinner. Instead, we were held hostage for several hours in a parking lot! My daughter and I have low blood sugar and were on a verge of having a panic attach and passing out from hunger. My husband was upset at me for booking with Hertz and encountering this issue.
Bottom line, there were cars. We saw the cars and we ended up getting a car off the lot. The car that we ended up getting, after several hours of being held hostage was a car that was sitting in the lot when we first arrived. The staff was completely inexperienced and lacked ability to handle the situation. The cars were oversold/ overbooked. ************** was absolutely incompetent. This lack of competence and lack of compassion and customer service cannot be excused. The staff continued to say that the cars were cleaned and serviced as fast as possible and were being brought up, but there was no transparency on the timing and the line. There was no telling how long we would have to wait for a AWD car we paid for.
We experienced horrible service. We ended up with a car that prevented us from fully enjoying two days of skiing as we could not drive it in the snow. We got stuck int he snow twice and had to rely on the help of kind strangers. All of this should have been foreseeable to Hertz. Customers who reserve AWD cars are in ****** for skiing. Snow storms are common and customers expect to get the car they reserve and pay for. Hertz should have had more cars/ staff available to handle cars. Hertz failed us and all of the customers that evening. Supply issues were not an issue. This explanation absolutely makes no sense especially given that when we retruned the car one week later - there were many cars everywhere availbel for pick up and the gold board was full of people's names with their assigned car pick up spot. This is what we expected. This is what we deserved. This is what we paid for. We expected to arrive and pick up a car alloted for us from our assinged spot. Instead, we were held as hostages. I am not asking for punitive damages, although I believe those are in order to compensate us for pain and suffering and emotional distress. I am asking for full refund of the amount we paid. Hertz should make no money off the transaction that caused so much distress to us and after we were held as hostages.

Sincerely,

********************************* Esq.
Business Response
Date: 03/13/2023
Complaint ID: ********
********************** RR#: *********
This correspondence is being sent in response to **********************************
While we understand our previous response was not the desired outcome, we must advise that our decision and response remain unchanged. Our records confirm the provided vehicle was utilized for the full duration of your rental period during which time 774 miles were driven. Further, we do not show that an attempt was made to obtain a vehicle exchange. When customers are unhappy with the vehicle they have received or they experience any issues with the vehicle provided, they are encouraged to contact our ******** Services team which is available 24 hours, 7 days. We do not show contact was made to our ******** Services team for assistance. Therefore, the provided credit of $216.53 is considered fair in this instance and a full refund is not warranted. We hope you will respect our position on this matter as we consider it having been fully addressed and this matter closed. Further requests to revisit this matter will not be considered.
Customer Answer
Date: 03/13/2023

Complaint: ********

I am rejecting this response because we picked up the car in **************************** and we had a reservation at the ****************/ ***** resorts. We were told at the time of the pick up of the car that if we wanted to exchange the car, we would have to come back to the ************** and there was no guarantee that if we did return - we would get an AWD car or that we would not have to wait for a prolonged period of time in the next day, etc. At no time, were we advised that it would be possible to exchange the car anywhere else or in any other way. We have not seen a single Hertz rental office after leaving the Airport. Some customers who could not get their car the night of Feb 18 got regular cars and were told that they would need to come back to the airport to exchange their cars. This is yet another excuse. No one ever attempted to work with us to ensure we would get a car we reserved and paid for. Because we had no choice, but to get the car we got and drive it out of the ****** area, we will pay 50% of the fee. We are willing to resolve this dispute at no less than 50% refund. Please refund us 50%. We think it is only fair and reasonable under these unfortunate circumstances.

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.
On February 9th I rented a car during 12 days through Hertz, because my car was at the shop and the company AutoNation in ********** helped me in that process. What happens is that I paid the car insurance through Hertz, not knowing that my insurance company would cover. I was not given this information. Today I have received a call (February 28th) with the information that it would not be possible to have a refund, since they didnt know either about the insurance and it is optional (of course I wouldnt take the additional insurance knowing that my would cover) I would like to know how we can resolve this situation.Looking forward for your answer.
Business Response
Date: 03/08/2023
Complaint ID: ********

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

Hertz thoroughly reviews every customer's inquiry, and I will be happy to investigate yours once I have received the information needed to do so. Please provide a nine-digit rental agreement number or the eleven-digit reservation confirmation number.
Customer Answer
Date: 03/08/2023
I believe the confirmation number is **********
Thank you!
Business Response
Date: 03/13/2023
Complaint ID: ********
********************** RR#: *********
This correspondence is being sent in response to ************************
Thank you for providing the requested information. We apologize for any confusion caused regarding the Loss Damage Waiver (***) billed on your rental. Since this service was accepted and signed for at the time of rental, the benefits of the *** were extended for the duration of your rental contract. Had a loss or damage occurred, the terms of the rental contract and *** coverage would have been honored. Once the rental has concluded, these coverages cannot be removed. We regret any inconvenience this may have caused.
Customer Answer
Date: 03/13/2023

Complaint: ********

I am rejecting this response because:
They didnt explain to me about the insurance and I didnt know my current insurance would cover the rental car. Even if the car had any damaged the money wouldnt matter because my insurance would cover it.
The same day I got the car I asked ******, (who works at Autonation) why are they charging me? he said he would talk to you.
You can read the texts yourself. I attached to this.
Sincerely,

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

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

I apologize for the inconvenience that this matter has caused you. After further review and consideration, I processed a refund of ****** for the Loss Damage Waiver (LDW) as a gesture of our goodwill.

Thank you for contacting us.

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