Business Profile

Auto Rentals and Leasing

Hertz

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Auto Rentals and Leasing.

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

7,187 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:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I rented a car from Hertz at the *********** with the rental starting on 2/24/23 and ending 2/27/2023. The transmission on the car would rev to extremely high levels, it was annoying but seemed like it would be ok as a 3 day rental. The next day I drove the car at a higher elevation and the high rpm revving was worse and also seemed unsafe. This was only one issue with the rental in addition to a broken back up camera, no washer fluid in the car, and the rear wiper missing a wiper blade. I contacted Hertz roadside assistance and was told to return the car to the *********** for a replacement vehicle, an additional ordeal that consumed 2+ hours of my vacation day. Upon completing my rental I asked the manager for refund of the first day of the rental as the car that I was initially rented was not mechanically safe and unfit to be rented. The manager at the *** location told me that there was nothing that he could do and to contact Hertz corporate. Upon contacting Hertz customer care, I was told that they were sorry for any inconveniences, but that there was nothing they could provide in terms of refunding a portion of the rental that corresponding to the rental of an unsafe car. My rental agreement # was *********.
Business Response
Date: 03/08/2023
Complaint ID: ********
RR#: 153451675

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

I apologize for any inconvenience that this matter has caused you. After further review and consideration, I have refunded 1-day of your rental for $55.71 as a gesture of our goodwill, please allow 5-7 business days for funds to post.

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

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 rented a car with hertz at the gardena , ** location. Upon renting the car i explained to the employee that my car was being repaired and was told it would take 3 days .. and that if i needed to bring my car back sooner would i be charge for the 3 days. She said no ,that i would only be charged for the days i had the car . Well my car was finished the next day. So i returned the car and the same woman said you were only charged for 1 day and showed me on my statement my charges . Well 12 days later i notice i was being charged the full amount on my credit card . So i called hertz customer service and spoke to the supervisor ******** in ************* who was unhelpful and said i should have kept the car those 3 days and that they werent going to send the credit to my card company . He basically told me that company policy said that i had to keep the car for the days i paid for regardless of what the employee told me at the time of the rental and what my receipt said. He was unwilling to find a solution and when i ask him for the manager info above him he said he was the highest manager in corporate. Which i know is a lie. My rental record (number is ********* ) I've used hertz several times because im a travel nurse.I will no longer use this rental company again if this matter is not resolved in a timely matter. And i will report hertz to my fellow nursing community to never use this company if this is thier new practice and policy's. I just want to pay the amount i was charged when i brought the car back the next day .
Business Response
Date: 03/09/2023
Complaint ID: ********
RR#: 148485702

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

I apologize for any inconvenience that this matter has caused you. After a thorough review I can confirm a refund was processed for $69.57, on average it takes **** business days for funds to post.

Thank you for contacting us.
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.
I had to rent a car thru Hertz due to a car accident I was involved in. My rental agreement began with Hertz on December 21st, 2022. On January 11th, I called the location in ******* ******** (location I picked the car up) and advised that my truck repairs were completed and I was done with my rental. I was advised I could drop the vehicle at the service center my car was being repaired at and they would send an agent to pick it up, they never said anything about any type of charge or fee to drop it off at that location. So I went and picked up my car and left the rental just like they advised me to do. Then a few days later I am charged $255.69 for towing, that I am being advised was due to the fact I left my rental vehicle at my service center my car was repaired at??????I also was charged $299.80 for toll charges that they have yet to explain to me or provide a receipt for the charge? I have sent several emails and have yet to get a clear explanation regarding these charges of $555.49, they have just quite responding to me with absolutely no resolution. This honestly has been the worst customer service I have ever received. ********************** Agreement # H20690994
Business Response
Date: 03/07/2023
Complaint ID: ********
RR#: H20690994

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

I apologize for the any inconvenience that this matter has caused you. Please be advised that after further review and consideration I have refunded the tow fee as gesture of our goodwill for $271.71. Please allow 5-7 business days for funds to post.

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

Complaint: 19509363

I am rejecting this response because: I appreciate the resolution in regards to the tow charge. But I have yet to receive any explanation regards to the $299.80 for hertz tolls??? I was not informed of any additional charges for using the ***** provided in the vehicle by hertz.

Sincerely,

***************************
Business Response
Date: 03/16/2023
Complaint ID: ********
RR#: H20690994

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

I have contacted PikePass on your behalf,per their response: Hello,

Thank you for contacting us with your billing concerns.

I have reviewed your account, and I see that the PlatePassAll-Inclusive Tolling option was declined when the rental vehicle was picked up, but the transponder device affixed to the windshield was activated when you traveled through a toll facility. Therefore, the PlatePass AllInclusive Rate has been charged in the amount of $299.80.

I have the option to opt your account out of the ******************************* which will save you some money. By opting out, you would then be billed for each toll fee plus a $9.99 convenience fee per day of toll usage. If you would like to opt-out of the service, the new rate would be $30.68, which is a savings of $269.12. Please note, once you have been opted out of this service, you will not be able to opt back in. This means if there are additional tolls reported, you will be billed the toll and a daily convenience fee.

If you have any additional questions, feel free to respond to this email.

Thank you for contacting PlatePass.

****************** | **************** Representative
PlatePass
Phone: ************** | Fax: **************
************************* | www.platepass.com
Customer Answer
Date: 03/16/2023

Better Business Bureau:

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

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.
SUN JAN 8 2023 $163.98 Reservation K3280878078 We have photo proofthat we received the car exactly half full, and provided bank statement that we filled it up to half (as we received it) before returning it. Half tank was also indicated on the key. Yet Hertz has stolen our money to refuel the car. They have not done anything to resolve the problem.
Business Response
Date: 03/02/2023
Complaint ID: ********
RR#: 112760325

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

I apologize for any inconvenience that this matter has caused you. After a thorough review I have proceeded to refund your fuel charge for $163.98. Please allow 5-7 business days for funds to post.

Thank you for contacting us
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 10/12/2022 I received an email alert that my account information for Hertz had been updated. I attempted to log in and realized that my account had been hacked - the fraudulent access had changed my email address and driver's license number. I restored access to my account and noted the fraudulent email address and driver's license state (**) and partial phone number. I found that there were 2 open reservations for 10/12/2022 and 1 vehicle had been picked up at ***************** Airport. I did not travel to ***************** airport on 10/12. Rental record ********* I contacted ***************** Airport Hertz on 10/12/2022 to note that this was a fraudulent rental. I was assured this would be canceled by manager ******* and they advised me to file a police report. I filed a police report 22-9104 with Larimer ************************* in ******** and provided that information to Hertz manager sbhatti. I was not in ************* on that date and did not rent a vehicle, my payment on file and account was used fraudulently for this rental. The vehicle was returned at *********** on 10/14 and my card that had a temp hold on it from the payment method on file was charged. I contacted my credit card and reported fraud and the charge were reversed. I have since been sent invoices and sent to collections (***************) by Hertz for this fraudulent rental. All communication attempts to Hertz customer service have failed to come to a resolution, numerous cases have been filed and escalated and no resolution has been reached I am submitting a complaint with BBB for this matter. I dispute that I am responsible for this rental charge and have been sent to collections for this amount. My account was fraudulently changed on 10/12, the driver's license (**************) that was used to rent the vehicle was not my driver's license (********), my account was hacked and I have proof that the information was changed to fraudulently rent a vehicle.
Business Response
Date: 03/07/2023
Complaint ID: ********
RR#: 656934526

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

I apologize for the any inconvenience that this matter has caused you. Please be advised that this matter has been reviewed and resolved internally and you should not receive any bills regarding this matter.

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

Complaint: 19508925

I am rejecting this response because: I called to inquire and confirm that RR 963595242 on 3/13 at 4:20 PM Mountain was cleared from collections and received a response that it was not cleared up and I am still owing the amount.

This was fraudulent activity on a Hertz loyalty account and I am not the person that rented the vehicle in question.

Sincerely,

*************************
Business Response
Date: 03/17/2023
Complaint ID: ********
RR#: 963595242

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

I apologize for the confusion regarding this matter. I would like to assure that this balance is not owed. this Rental Agreement has been transferred to our fraudulent files has been internally and appropriately addressed. A general agent may not have access to that information. But they should have confirmed that no payment is due,again, I apologize for the confusion.

Thank you for contacting us.
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.
Hertz quoted me $202.66 for a rental. They then overcharged me by charging my credit card $405.07.After much pain and frustration, and multiple calls to customer service, they admitted there was an error but nevertheless refused to refund me the full difference even after I provided proof that the app had quoted me that amount.
Business Response
Date: 03/02/2023
Complaint ID: ********
RR#: 148844382

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

I apologize for any inconvenience that this matter has caused you. After a thorough review I can confirm that a credit for the amount of $124.45 was issued due to a rate adjustment that was applied regarding this matter. On average it takes 5-7 business days for funds to post.

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

Complaint: 19508681

I am rejecting this response because:
While the credit is a clear admission by Hertz that I was overcharged, it does not reflect the full amount. I provided clear proof that the overcharge was in the amount of $202.41 and the Hertz representative refused to refund the full amount.
Sincerely,

*****************
Business Response
Date: 03/22/2023
Complaint ID: ********
RR#: 148844382

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

Thank you for bringing this detail to our attention. I regret the confusion this matter has caused. I have issued the remaining amount of your refund for $78.16, please allow 5-7 business days for funds to post.

Thank you for contacting us.
Customer Answer
Date: 03/24/2023

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: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.
I rented a vehicle from Hertz ******************************** on Saturday 2/25/2023 and returned the vehicle Sunday 2/26/2023 I met all of the rental requirements upon return and was told when I rented the vehicle that my 200-dollar deposit would be refunded within 24 hours of the return of the vehicle. It has been well over 48 hours. I contacted customer service as was told that the hold was because of my financial institution. This information is not correct, my financial institution refunds are immediate once the funds are released from the business that has the hold on the funds. When I contacted customer service, they also told me that it would take several days for my deposit to be refunded and that the amount of time is out of their control. Hertz is very misleading in communicating to the customer in regard to the deposit.
Business Response
Date: 03/07/2023
Complaint ID: ********
RR#: 153691856

Thank you for contacting us. I apologize for any inconvenience you have experienced. Please be advised our system releases the authorization within 24 hours of the rental return. It can take up to 7 business days for the amount to show in your available balance. If the amount is still pending you must contact your financial institution for assistance.
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: 03/07/2023

Complaint: 19515499

I am rejecting this response because: The explanation given is not acceptable because the 7 days was not explained to me during the initial rental. I was told the hold would be released in 24 hours of the return of the vehicle. My financial institution does not put a hold on the funds, when the funds are released by Hertz my financial institution immediately releases the funds. My financial institution has no control over Hertz putting a hold on the funds. Hertz should be more transparent with customers so the customer can adjust accordingly. It is unreasonable for a company to hold a 200-dollar deposit past the 24-hour allotted time frame that was given initially.

Sincerely,

*************************
Business Response
Date: 03/08/2023
BBB Case: 19515499
RR# *********

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

When the rental is returned, Hertz will charge for the total amount due, this charge is submitted to your credit card company. Based on our records I can confirm the rental was returned on February 26th, 2023, and we billed $0.00. I verified all authorization holds were released on February 26th, 2023. Depending on the financial institution, there may be a delay between the time the charges are received and when the hold is released. The length of time this takes is not determined by Hertz and may take up to thirty days. Since the card issuer is responsible for releasing authorization holds/funds back to their customers' accounts, we recommend you contact the card issuer directly. Please note, authorization holds will not show a refund. These holds were never collected and will release back to the customers existing balance.

Our terms and conditions pertaining authorization holds can be found on our website at www.hertz.com.

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

Complaint: 19515499

I am rejecting this response because: The information that Hertz communicated to me via my complaint was not the information that was given to me upon my renting the vehicle. I was told that the funds would be released in 24 hours when I returned the vehicle. I have contacted my financial institution and they reassured me that the funds were never released from Hertz, and they do not have control over the funds being released. My financial institution communicated to me that their release of funds is immediate once they are released from the corporation that is making the charge. I have rented from several places in the past and one of them being Hertz I have never come across this situation before where the funds were held for such a long time. To date 3/8/2023 the funds have not been released. I have tried to reach out to Hertz via phone and requested to speak to a manager and was told one would contact me within 24 hours. The 24 hours has come and gone, and I have not received any contact from any manager. In Hertz recent response they added new information that it could take up to 30 days, their information keeps wavering the hold time went from 24 hours than they changed it to 7 to 10 business days and now they are saying it could take up to 30 days. This is not acceptable.

Sincerely,

*************************
Business Response
Date: 03/10/2023
BBB Case: 19515499
RR# *********

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

As stated previously the card issuer is responsible for releasing authorization holds/funds back to their customers' account not Hertz. Authorization holds will not show a refund. These holds were never collected, and the holds were release on 02/26/23 to your financial institution.

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.
Reservation was made online at 12:39 am on 1/28 to pick up the rental on 1/28 at 5 pm and drop it off on 03/02 at 5 pm. I decided to go get my rental at 4:30 pm since they close at 5 pm. Received a call on 1/28 at 3:37 pm so I called back immediately. A guy abruptly told me that they close at 5 pm and that they do not have the car I have a reservation for - ONE HOUR AND 20 MIN. before my contracted pick-up time! But, they do have a ***** for three times as much. I let them know that I am not interested in their Tesla, that this is a classic bait and switch. I also let him know that my rate is guaranteed and that they must accommodate me, especially that they are calling me last minute when they could have at the least called me first thing in the morning. He rudely laughed at me and said "this is not how it works, I don't know how to explain it to you" in a dismissive tone. I let him know that it is him who does not know how contract law works! The guy did absolutely nothing to help me find another car at another location, or to accommodate me in any other way. He hung up on me. I called customer service who then found a car at a La Cienega location at the rate of my reservation. I let them know that I can't walk to the La Cienega location like I can to the ****** one, so they'll need to get me an Uber. They said they can only pay for ***************************************** She said she was changing my reservation to the La Cienega location and hung up. The change to location did not show online until 4:37 pm or so, and customer service as well as one of the La Cienega locations were not answering to tell me WHICH La Cienega location I was to go to. At 4:37 pm, when the location was finally updated online while their call center was still giving me the automated run around, it was too late to get an uber and go anywhere before they closed at 5 pm.
Business Response
Date: 03/08/2023
Complaint ID: ********
Res#: K4174086959

I sincerely apologize for the inconvenience experienced when we were unable to provide a vehicle for your reservation. Although our reservation system is designed to provide a vehicle at the time and place requested, situations can sometimes develop that prevent us from honoring a reservation. Normally our inventory of vehicles is more than enough to meet confirmed reservations; however, on occasion, customers do not return vehicles as expected, and the resulting shortages cannot be overcome immediately.
At Hertz, we pride ourselves on the high quality of our customer service, and it is concerning to learn of the behavior you described by our rental agent. I sincerely apologize for the impression our representative left with you. Please be assured that local leadership will be sent a copy of your comments for their review and corrective action.
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:03/01/2023
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 did not know about this untill a few months ago when I saw it on my credit report. Ok, so I've been trying to get my credit up and noticed there was $1,297 it said I owed in collections from Hertz, in 2020 I hit a deer and had to rent a car till mine got fixed and my insurance would pay up to 600 on a rental so I went with Hertz it was close to me when my time was up I returned the car but it was after hours so I parked it in front with keys in it. The next morning the wife of the owner called and was mad that I didn't put the keys in her hand and told me she would continue counting it as rented untill I gave her a credit card, I told her my insurance was paying for it but she still wanted one untill then. I figured I'll let my insurance handle it. 2 yrs later I see on my credit report that Hertz was saying I owed like almost $1300 so I disputed it and it came back being accurate, so I disputed it again and even sent in the receipt from State farm stating that they paid it and it kept coming back as accurate, so finally I saw a number for the collection agency and called them and they told me that Hertz put me in collections stating my insurance paid it but took the money back which is impossible and not true I even confirm that with them and they have the cash check receipt. How can she lie like that on someone, shes the owners wife, the person that owns it is *******************. She shouldn't be able to get away with this, I've even called the corporate office for Hertz but there's nothing they can do about it or we'll do about it so I don't know what else to do so that's why I'm contacting you guys So maybe you guys can help me get this off of my credit report and out of collections because it's just an outright lie!!
Business Response
Date: 03/09/2023
Complaint ID: ********

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

I apologize for the delay in response while we review this matter. I was unsuccessful in locating this account. 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 starting with the letter K.

Thank you.
Customer Answer
Date: 03/21/2023
My name is ************************* my phone number is ************ enclosed they copy of the rental agreement number.
Business Response
Date: 03/22/2023
Complaint ID: ********

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

While I do understand your frustrations with this matter, I would advise you to contact the company billing you and contact your insurance company confirming what was billed and what was paid by them. This was an insurance replacement rental as you stated, by an independently owned and operated Hertz licensee franchise location. As such, local rates and benefits are determined by the owner. In addition, this location handles their own billing,invoices and damage claims. Based on the information you provided your insurance provider covered a portion of the balance, leaving a balance owed to the location. Please be advised that this is not being billed by Hertz Corporation,confirmed by our ********************** as they were not able to access this account.

Thank you for contacting us.
Initial Complaint
Date:02/28/2023
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.
Hertz Uber has not answered my complaint from 12 days ago. I had a car with a bad CV joint that shakes whenever I brake. They are still charging me and 12 days later they still haven't offered a replacement vehicle or anything.I have every document proving my claim. At this point, I just want my money back for the last 12 days. Which equates into approximately 600 dollars. They actually have the right documentation as well.They have made tickets to get the car fixed but 12 days later it is still pending.
Business Response
Date: 03/02/2023
Complaint ID: ********
RR#: 145234530

Thank you for contacting us. We apologize for any inconvenience you have experienced. We reached out to the local manager for feedback regarding your experience. The manager has advised says you called the location on 02/24 advising of issues with the shop. The location manager contacted the shop to check the status. He also reached out to you and advised you to take the vehicle back to the shop to get the issues resolved. You were unwilling to do so and returned the vehicle to the location on 03/01. Considering this information we respectfully decline your request for an adjustment.

Customer Answer
Date: 03/03/2023

Complaint: 19505635

I am rejecting this response because:
On February 16th. I was advised by the manager to go the *** Boys on North ***** St. I took it there and they said they couldn't do anything until the ticket was approved. I was told by the manager that I had to wait until they called me. They never called me, *** Boys or (****) from Hertz. I called and talked to (****) on Friday, February 24th and he told me to take it back up there to *** Boys on ****************. On February 24th he said in order for them to fix it I had to pay for the rental, and I said to him, it's been over a week. So I did what he asked. I followed everything he told me to do to get this resolved and it's still not done. 14 days and nothing done. He offered no replacement car or no solution.
What (****) is referring to is when I came in on Wednesday, March 1st and asked him to make it right. Once I said "I'm tired of the empty promises, and I'm tired of dealing with it. He called *** Boys again on **************** around 9:30-10:30am and he said take the vehicle back up there and I said "no" because I have done everything you have said you'd have this taken care of. Then he said "we have nothing else to talk about". I asked him to give me a receipt and he said he was gonna make me wait for it. You can see this on camera around 9:30-10:30am that day. I wanted to walk out with him to the vehicle to make sure that he didn't try to charge me anything extra and he refused to let me walk out with him just to check the car (also on camera). He sent a young lady out to check the vehicle instead of being the manager and handling it himself.
To reiterate, I did everything he asked me to do and the car still isn't fixed. He raised his voice at me in front of other customers. (You can also see this on camera).
All I ask is to be refunded the 600 dollars that he charged me. He needs to make it right. I can also prove everything I say.

Sincerely,

***********************
Business Response
Date: 03/09/2023
Complaint ID: ********
RR#: 145234530

The location management has advised when he spoke with you on 02/24/23 he explained that the vehicle was currently overdue and per the Hertz/Uber agreement your rental must be up to date. He also stated prior to 02/24/23 they weren't aware of you having any issues with the vehicle as you didn't notify them. He also stated you continued to drive the vehicle even though you were aware that you could have gotten an exchange.
We have determined you are not due compensation and you were properly charged. This matter has been addressed in full, therefore our position is final.

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Important information

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Hertz is NOT a BBB Accredited Business.