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

7,187 total complaints in the last 3 years.
1,721 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:02/27/2023
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.
Any time I call Hertz ***** number, I get someone with English as a second language who I can barely understand. That is not meant to be anything against foreign-born people, I simply want someone I can speak with without misunderstandings. All I am asking for is a phone call directly from a supervisor about a simple billing adjustment I have asked for. It's a very small billing adjustment I am asking for, as well as to explain how the airport location was very unprofessional. The only person who was courteous enough to call was the manager of a neighborhood location. He is very professional, and not the problem I encountered. Since there is no managmenent of the Airport location, I simply ask for a call from the people who oversee the airport (area managers, headquarters, etc.) so I can explain it to them.DESIRED RESOLUTION: Small billing adjustment, contacted by someone in corporate/area management of the Phoenix Airport who speaks English as a FIRST Language.
Business Response
Date: 03/07/2023
Complaint ID: ********
RES#: unknown

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. The Hertz Corporation is a global company therefore we do hire globally. However,if you would please provide your 11-digit reservation number or 9-digit rental agreement number with a description of your concerns and we would be glad to further assist. If you would prefer a phone conversation you may call our *********************** team directly at *************, please reference case# ******** to the agent on the line.

Please know that we take all customer concerns seriously.
Customer Answer
Date: 03/08/2023
What did you mean by "requested rental information?" Your email said that in order to proceed, you need that, please be more specific. Do you need the rental receipt? The reservation number? It's not about the rental itself, it's about their poor lack of correspondence and proper communication. Please be more specific about what you need.
Customer Answer
Date: 03/16/2023
This is in response to several rentals, but mostly K3810015798.
Business Response
Date: 03/17/2023
Complaint ID: ********
RR#: 142345534

A review of our records indicates the above rental was provided a refund of $1.07 on 02/16/23.
I apologize for your dissatisfaction with our **************** team your comments have been shared with the appropriate management for review. We do not make outbound calls and must reply via this BBB thread, if you would like to speak with a representative please call *********************** at the phone number provided in the previous response.
Initial Complaint
Date:02/27/2023
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 Record #********* Went to pick up rental at 5:20pm on 2/14/23 employee told us her computers shut down would have to return the next day. Went back next day 2/15/23 was told I needed another person on agreement due to size of car. Went back to pick up rental they said they would add other person did I want everything the same I told him yes. The guy said he was pulling car around came in said everything was in the car. I was given the rate of ****** for rental. Now the charge for the rental went to ****** and they have charged my card ******. It says the car had a full tank of gas and it did not I put the gas back to exactly what was in it when we picked it up. No one smoked in the rental and no damage was done to the rental. I have tried multiple times speaking to someone requesting a refund of the over charge and they just keep hanging up on me. The entire staff at the location as well as the customer care line have all been rude and said someone else had to handle it and no one seems to be doing anything about it. I ended up leaving a day later than I needed too for my trip due to there employee and no one had anything to say about it. I just want my money back that they over charged me. I was given one price for my reservation and then charged another and the guy knew what he was doing because he put the paperwork in the bottom of the center console instead of in my hand at pick up, I had to search for it. I should have only paid the ****** not ****** thats a huge difference. I had purchased a separate insurance plan for my rental and he said I had to purchase theres that mine was not good even though I had purchased it online while submitting the reservation which ended up being another ***** lost and wasted.
Business Response
Date: 03/07/2023
Complaint ID: ********
RR#: 148685585

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 with the final invoice billed for your *********, ** reservation. After my thorough review of our records I can confirm a credit in the amount of $318.40 was issued on 03/06/2023. However, I made an additional credit of $48.72 today making the total amount of your credit $367.12. This credit was made to reflect the original weekly rate of $220.00 for your reservation. These credits were processed back to the credit card on your account. Please allow 5-7 business days for processing.

Please know that we take all customer concerns seriously.
Customer Answer
Date: 03/07/2023

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:02/27/2023
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had a GUARANTEED booking made 17 days in advance and I showes up. After driving to the location and waiting over 40mins, I was told it would be another 1-2hrs and if I didnt like it, to leave. The "guarantee" means nothing as the company failed me and cost me over $500 in event tickets I was unable to go to. I called customer service where they told me the location has to help. The location told me basically oh well. I tried to call corporate several times to be told there is no one to talk to. I then called again where someone told me to hold to speak to customer service and after ****** on hold HUNG UP ON ME. THEN I'm basically told via message that's how it is and if *I* want to cancel to avoid charges I can. I did not cancel! The company cancelled on me! According to customer service, for their "guarantee" I can be given ONE DAY free rental worth of points. That is not a fair swap, but I took it. The points have never been added and every email back from customer service is a new Rep who needs me to reexplain the entire situation, only to leave the convo and have a new Rep enter. It's been six days and still I am no where with this. They cost me hundreds of dollars by not having the vehicles they claim to have. Afterwards I Googled the location and this is an ongoing problem with them according to all of the reviews. They are basically running a scam and customer service is nonexistent. I am completely let down by this whole experience as they have not tried to fix it.
Business Response
Date: 03/09/2023
Complaint ID: ********
RES#: ***********

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 the location was unable to secure a vehicle for your reservation ***********. Our locations make every effort to reservations, however, due to fluctuations in day-to-day operations and returns such as late returns, rental extensions, and mechanical issues that *** occur it is not always possible.

After my thorough investigation of your Five Star loyalty account points history, I can confirm 950 points were added on 02/21/2023. Additionally, these points were redeemed on 02/25/2023 for reservation *********** which was picked up on 02/25/2023 at the ************, ** location.

Please know we take all concerns seriously.
Initial Complaint
Date:02/27/2023
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.
This is in regards to rental record # *********. I recently rented a car from the *** airport from 2/17-2/20. I returned the car with a full tank of gas as noted on the initial return receipt provided by Hertz itself. I was initially charged $427.71 for the rental, consistent with the price when I booked. Today I was checking my credit card statement and realized that Hertz has charged me an additional $160.06. I was not notified of this additional charge and only realized it because I happened to be checking my credit card statement. When I called the Hertz call center I was advised that the charge was for fuel and there was nothing that can be done. I would like the charge to be refunded and an explanation as to why I was even charged in the first place when I returned the car with a full tank of gas (as noted on Hertz's own receipt). I have uploaded my initial return receipt as well as two credit card statements showing that a refueled the car twice on the day of return, including at a gas station around the corner from the return center.
Business Response
Date: 03/07/2023
Complaint ID: ********
RR#: 149523846

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 with being charged for the fuel. After my thorough review of our records, I can confirm a credit in the amount of $160.06 for the fuel charge was issued on 02/27/2023. This was processed back to the credit card on your account. Please allow 5-7 business days for processing.

Please know that we take all customer concerns seriously.

Customer Answer
Date: 03/07/2023

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:02/27/2023
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.
Confirmation # K********** Feb 20, I had a very unpleasant experience at the location of my rental. The lady working the front desk that helped with my reservation is very rude and has a nasty attitude. When I arrived, they claimed not to have a car ready and was trying to put in a more expensive rental. When I refused, she found one but the car that was given was in no condition to be rented. It seems that it was just dropped off and not clean and it had trash and food wrappers, so it was not cleaned per Covid protocol. Car also had an awful smell. I did not want to deal with her anymore, so I decided to continue with the rental. When I returned the car in much better shape than picked up as I washed and cleaned the inside, the same front desk lady had claimed that she smelled marijuana in the car!! I do not smoke marijuana! She got the manager (who was being helpful) and when he went to check the car, he said that he didn't smell anything, but I guess to keep her satisfied asked if I can go and spray some air freshener in the car. My rental was to be returned at 4:30pm and when he asked if I could go spray the car, I had to make a trip to the store, making me late to return the car, but the manager said that was not a problem. I got back a little after 5pm, and I dropped the keys off at the night box. I went online and saw many similar complaints that Hertz will falsely slap on fees and now has me wondering am I the next Target. I also had an additional $112 charge on my credit card that I dont know what it is for and when I call them no one answers the phone, I called customer service on the additional charge and was told that it will be returned but could not give me an explanation as to why my card was charged again. Can someone please let me know the total of my reservation since no one will answer the phone at that location.I really hope you can reach out to the location and provide this feedback to her as she is going to have you losing customers.
Business Response
Date: 03/01/2023
Complaint ID: ********
RR#: *********

Thank you for contacting us. We appreciate the opportunity to assist. At Hertz, we pride ourselves on the high quality of our customer service, and it is disturbing to learn of the incident you described. I sincerely apologize for the impression our representative left with you. Please be assured the appropriate leadership will be sent a copy of your comments for their review and corrective action.
The condition of the vehicle you received is a concern to us, and I apologize for the inconvenience you experienced. In regards to the amount of $112.00, please be advised this was an additional authorization/hold due to the delay in closing the rental. It can take up to 7 business days for the hold amount to be released in your available balance.
As a gesture of our apology I am mailing you a rental certificate to use towards a future rental. Please allow up to 10 days to receive the certificate in the mail.
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:02/27/2023
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.
Original complaint ID ******** since you wouldn't communicate with my wife I have contacted Hertz in every way I possibly can regarding a huge error on the part of Hertz ***************** location. They closed out my rental, while I still had it, and subsequently charged me an extra $160 for it being "returned" to the wrong location! The ********* location does NOT answer their phones or emails from other branches. The **********, ** location was unable to do anything when we actually returned the vehicle on it's correct due date. I have tried calling ********* dozens of times since Saturday. I have contacted Hertz through their main customer service number, through messager and through their Contact Us form...all of which tell me that they will have ********* get in touch...they have NOT!! This has gone on for a week with no response or resolution
Business Response
Date: 03/01/2023
Complaint ID: ********
RR#: *********

Please accept my sincere apology for any misunderstanding regarding your charges. A review of our records indicates our ************ team issued a refund of $170.60 on 02/27/23. It can take up to 7 business days for the refund to post to your account.
Initial Complaint
Date:02/24/2023
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.
In May 2022, I rented a car via Expedia, but didn't find out until 2am at the Hertz Rental counter in ******* that I was on a "Do Not Rent" List. For the past 9 months since, I've been bounced around between their Suspended Rental, Fraud and **************************** because no seems to know which department this situation falls under. After months of pulling teeth, they finally gave me some helpful information, which is that back in 2017 a fraudulent Hertz Gold Profile and rental was made in my name from ******. They claimed there was an "investigation" into the matter before putting me on the *** list, however, I was never contacted directly about it, at which point, I would have refuted any connection to the profile or rental attempt. I was, however, able to correlate the date with the dates when my wallet was stolen. I even provided police reports to corroborate this. That was three months ago and I haven't heard back from the **************** since.
Business Response
Date: 03/02/2023
BBB Case 19492005

This is a response to *******************************,

I apologize for the inconvenience you experienced as a result of the suspension. Unfortunately, you will need to get a new Drivers License number from your local DMV to continue renting with us as your current Drivers License was placed on the Suspended ********************** Privileges (SRP) list to protect you from future fraudulent bookings.

Thank you for contacting us.
Customer Answer
Date: 03/04/2023

Complaint: 19492005

I am rejecting this response because:
This is not an acceptable solution to my complaint. The *** is not going to issue me a new DL # just because Hertz has mistakenly put my information on a "Do Not Rent" list. I've already disputed any involvement in the fraudulent activity and provided proof that my identity was stolen. The culprit was caught and sentenced years ago.
This is a huge inconvenience and is disrupting my business, which requires a lot of travel on my part. The only acceptable solution is to remove my name from the "Do Not Rent" list.
Sincerely,

*******************************
Business Response
Date: 03/09/2023
Complaint ID: ********

I apologize for any inconvenience, however our policy will not allow the driver's license to be removed from our ********************** Suspensions. Therefore, you must have a new driver's license number to rent from ********************** in the future.
Initial Complaint
Date:02/24/2023
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.
In reference to Rental Agreement #: ********* On 2/2/23, I reserved (K3914542724) to rent a car with through the "Uber rental service". Original reservation was for a Tesla. The Tesla was unavailable. I had to rent the Chevrolet Equinox. I was charged $168 'upgrade fee' that I was unaware of. I was asked about insurance. I responded no because it was included with Uber Rental. I was charged loss damage waiver fees at a rate of $8 a day totaling $168 (not including the tax). I was told by the rep that if I needed to extend to call or do it via the Hertz app. 2nd week I extended via the app. 3rd week, I did the same. Days later I found that wasn't the case at all. the app put a hold on my account for the weekly/deposit amount. Yet, I was NEVER EXTENDED. I even uninstalled/reinstalled the Hertz Application. I ran my card again to attempt the extension. Once again... A hold was taken for the amount but the rental was never processed. I called a rep who told me to try again because on their end it didn't go through and that they didn't see the pending charges I was referring to and assured me it would come back nearly instantly. As requested, I attempted the extension one final time. It didn't work. Now there is a hold of $2,623 More than whats needed. That was my bill money. A total of $773.69 in holds exceeded the actual costs. I called customer service, and the extension number, I even attempted to call the store on multiple occasions. For days I received calls of extortion nature. Finally, I had someone be honest with me. The last representative I spoke with explained to me that since I was going through "Uber Rental" the only way for me to extend was to CALL THE NUMBER PROVIDED and a representative would assist me. That's when I and the last representative concluded that the gentleman I spoke to previously gave me the wrong info. none of this was a mistake of mine. I am requesting a full refund for this horrible experience and the unauthorized fees/charges.
Business Response
Date: 03/17/2023
********Complaint ID: ********
RR#: *********

We have reviewed this matter with the location management. They have advised your original rate was based off of the cost for a midsize car, however you wanted the **** therefore the upgrade was applied. They have also advised you were provided the details regarding the insurance and you chose to accept LDW. They also advised they explained to you how the credit card authorizations worked.
A review of our records indicates the vehicle was scheduled to be returned on 02/17/23. When the vehicle was not returned our system began authorizing the card for the additional authorization amount on 02/18, 02/19, 02/20, 02/21, 02/22. On 02/22/23 you advised our representative you would review the rental with the local office. The vehicle was then returned on 02/23/23.
We respectfully decline your request for a refund as you had full use of the rental and a refund is not warranted.
Customer Answer
Date: 03/20/2023

Complaint: ********

I am rejecting this response because: All the details of the situation was not accurately provided. It was quite biased and one sided. This situation has caused me financial burdens that should have not happened. Did the store delay the fact that they don't answer phone calls as they should or the fact that I was told to use the online site and turns out it doesn't work for the extension. Also I did not agree to the insurance. Can you provide proof whether audio or video that this happened the way you say it did? At this point this is deflemation and slander. If you can not provide the audio or video then you have no rights to discredit my rights as a consumer. Also, please listen to my calls and read the notes from my numerous conversations with your 800 support team before making false allegations of things that never occurred. I tried to fix the issue before contacting the BBB but it wasn't resolved. Which is why this is happening. I have filed a case with the Attorney General and will update them with your previous response accordingly.

Sincerely,

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

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

I apologize for the inconvenience youve encountered regarding this matter. After further review and consideration, I have proceeded to refund the Loss Damage Waiver in full as a gesture of our goodwill, please allow 5-7 business days for funds to post.

Thank you for contacting us.
Customer Answer
Date: 03/20/2023

Complaint: ********

I am rejecting this response because: I came to the BBB to get a full refund. I trusted Hertz would do the right thing and issue a full refund. The rental I received was the Uber Rental. I did not need to purchase additional insurance. The Hertz rental associate knew I did not need insurance due to this fact. Yet she added it anyway without my consent. She also added upgrade charges that I was also not aware of. The issues with not being able to extend my rental properly caused emotional & financial problems for my family. A ***** representative instructed me to use the Hertz rental app to extend my rental. Unfortunately, when I attempted but I had issues. Hertz put the extra week on a hold but did not process the extension. Despite this fact, it told me otherwise. Everything that went on during these three weeks was deceptive practices, manipulation, and a lack of reliable customer support. The Attorney General of ***** states that deceptive practices can be rewarded three times the amount of the full refund. Yet, I chose to mediate through the BBB and get a full refund for the 1X amount instead. The least Hertz could do is abide by the law and treat me as the consumer and person I am instead of trying to manipulate the system and use reverse psychology on the situation. Hertz Rental made $8.7 billion in 2022 but is treating my refund request as if it's substantially going to hurt the company. Personally, the lack of care and resolution when none of this issue was my fault and could have been preventable is quite disrespectful. I am asking Hertz one last time to fully refund me due to deceptive trade practices, being lied to, and lack of customer support. Otherwise, I will have no choice but to file a complaint with the Attorney ***** General and the ****. I want this to end. Hopefully, Hertz will do the right thing and fix this situation. I will not be returning to Hertz indefinitely. The least you could do is do right by me as a person and consumer. My youngest child passed away last year and left me only to be able to ************ hours. I am disabled and receive social security monthly. Uber is just part-time for me. So I have set income for the most part. This situation has put me in a financial bind. Due to the holds on my account, I had to switch light companies. Now I am in debt. Also, my bank overdraft. Please fix this and give me my full refund as initially requested.

Sincerely,

***********************
Initial Complaint
Date:02/24/2023
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.
With Hertz ******* Airport -- ****************** The rental record number is L-*******-0. On Feb 21st, we returned the car, the original reservation quote is ****** (original daily rate is *****) for 4 days of rental, but the final bill is ******* dollars (almost tripled). They charged a 599 dollars extra daily rate claiming we returned late while our return time is within the grace ******* and it isn't fair to charge 10x daily rate. and in other Hertz locations, the extra day rate is always the regular rate but in this franchise location the extra day rate is unreasonably high and it is misusing the trust of regular Hertz customers and putting hidden terms in the contract.
Business Response
Date: 03/02/2023
BBB Case 19488717
RA No: L16260090

This is a response to *****************

Upon my investigation, I have received confirmation that you were issued a credit of $397.86 for half of the extra day rate to the card on file. Please allow up to 7 business days for the funds to post to your account.

Thank you for contacting us.
Initial Complaint
Date:02/24/2023
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 came into ******* ******* on February 22nd to assist my sick mother and her ailing health by escorting her through a number of procedures to improve the quality of life due to her ailing health. When I arrived there was a line that was longer than it should have been and was wrapped around the rental car section of Terminal B in the *****************************. I waited in line for approximately two and a half hours. My confirmation number is K4104178159. At this point I was annoyed but patient because technology has failed everyone from time to time. I went to pick a vehicle and proceeded to the traffic kiosk to check my id and the vin. Unfortunately for me the individual that cleared my rental misspelled my last name and I was informed that I had to go all the way back to the individual that cleared my reservation and get this corrected. I went back to the same individual that processed my order and he couldn't get the computer to comply with this correction. Then he went to the manager on duty but he wasn't there so the assistant manager tried to help as well and they EVENTUALLY got something to me. Initially, they tried to hand me a written receipt with the manager's signature on it and the words OK'd underlined. I refused a handwritten receipt. Eventually, they gave me a receipt. Then later that evening I received an email from the Operations Manager ********************** asking me to provide the Vin#, Iicense plate, and state. The printed receipt they handed me HAD the vehicle I rented. I arrived in ******* at 11:30am I didn't leave until 4:30 in the afternoon due to this. I lost time with my sick mother due to this and I can't get that time back. I'm legitimately thinking about taking legal action because I'm not going to ever get that time back with my mom and I am due more than an apology. I've attached the receipts
Business Response
Date: 03/03/2023
BBB complaint: ********
RR#M14427350
This is in response to *****************************,
We sincerely apologize for the difficulties you experience during your recent rental in *******, ** on 02/22/23. It Is our goal to provide quality service before, during, and after a rental. Please rest assured your comments will be shared with the appropriate management team for an internal review and any corrective action deemed necessary.
After thoroughly reviewing this matter, I can confirm the location followed the proper policy. Location may provide a handwritten contract should an issue arise.Attached is a copy of the Manual contract for your records.

As a gesture of concern, I have mailed a $50.00 rental certificate to the mailing address on file. Please allow **** business days for the certificate to arrive via U.S. ****** Services.

Thank you for your attention to this matter.

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