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.
1,723 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:02/10/2023
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.
12/15/22 Hertzs ******* informed Me Dealership no longer will cover car,I returned the car to Hertzs ******************* 12/16/22 before closing time to a (Floating)Branch Manager who I described&discovered Her name I was Only refunded for Cleaning&Fuel$500 Being charged ******** for ****************************************** My Possession is a Lie!12/27/22 is when the car was examined for repairs that My Insurance Covered.I Disputed this with My Bank&Hertzs which both have ignored Im in financial Ruin due to this Matter Checking&Savings is OD ALL of My CS has been stolen by this company No speedy resolution has been made this company has committed another Crime A 3 day notice has been given I lost My Job due to 0 ****************** account is still being deducted to cover false charges,with Me placing a BLOCK on My OWN account still Im being robbed please help Me retrieve My Money
Business Response
Date: 02/21/2023
Complaint ID: ********
RR#:A82104046

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

I apologize for the confusion regarding this matter. After review of your contract, I can confirm your pickup date as 11/20/22, and your return date as 12/15/22 with a rate of $125.00 for 25 days brings you to the total of $3,125.00.Based on this information the charges billed to you are accurate and no adjustment is warranted. I have emailed you a copy of your receipt for your records.

Thank you for contacting us.
Customer Answer
Date: 02/21/2023

Complaint: 19384102
For Fraudulent Charges to unauthorized Bank card
I am rejecting this response because:
Speaking with Both Branch Managers@both locations Acknowledged I returned the *** 12/16/22 ************* **.Hertz logged the car in12/27/22 body shop 12/28/22refunded $559.12 cleaning fee Im being charged$125 for a vehicle not in My Possession 12 days that was originally$120+Fuel$112.39 VLF$59.94+Tax outside washing $400 outside repairs $500 TOTAL ******** this Outstanding Balance has ruined My SAVINGS&CHECKING.ACCOUNTABILITY,DELAYS.IGNORING FACTS,MY Full Coverage PRONTO INSURANCE PAID HERTZ $2,239 yet they RACKED UP FALSE CHARGES.
Sincerely,

*************************
Business Response
Date: 02/22/2023
Complaint ID#: ********
Hertz Insurance Replacement RR# H82104046

This is in response to *************************, thank you for allowing me to revisit your concerns regarding the final total on the rental.
According to our records, the dispute initiated with your financial institution was finalized and the bank honored the payment of $2631.67. The previous refund of $559.12 was provided to your Mastercard used to pay for the rental on 2/6/23. At this time the outstanding balance has been satisfied and the charges are correct; therefore, no refund of any money is due at this time. I can certainly understand you may not feel resolved in this matter; however, the matter has been fully addressed and we consider the matter closed at this time.
Thank you again for allowing me to assist in clarifying this matter fully.
Kind Regards,
Customer Answer
Date: 02/23/2023

Complaint: 19384102

I am rejecting this response because:
Speaking with ****** Dealership General Manager ******* 1/21/23 notice Outstanding Charges that the company already paid in advance ******* conference called Branch Manager *** Hertz ******* **& it was stated a FULL REFUND WILL BE GRANTED CASE#R1TM0277982 ****** ACKNOWLEDGED PAYMENT IN FULL OF ***** Hertz refusing to acknowledge the Paperwork Error additional charges that have already been covered by TWO other RESPONSIBLE PARTIES MY INSURANCE INCLUDING ****** DEALERSHIP WHO HAS A CONTRACT WITH HERTZ NOT ME DOUBLE CHARGES FRAUDULENCE ENTERPRISE HAS ALWAYS BEEN MY FIRST CHOICE HERTZ WAS NOT MY OPTION& NOW IM IN FINANCIAL RUINS DUE TO THIS HORRIBLE MATTER.
Sincerely,

*************************
Initial Complaint
Date:02/10/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a vehicle on 11/05/2022 and the dealership agreed to provide me the permanent license plate within 90 days. It has been over 90 days and the temporary license plate has expired. The dealership is now telling me if I haven't received the plates in another two weeks to call back. I'm a Lyft driver and cannot work with expired temporary plates.
Business Response
Date: 02/13/2023
Complaint ID: ********

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

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

We have provided your concerns with our Senior Leadership Team over our ***************** I have asked them to contact you directly regarding this matter.

Thank you for contacting us.
Customer Answer
Date: 02/16/2023

Complaint: 19384715

I am rejecting this response because: It has been four business days since the Hertz Senior Leadership Team **************** was to contact me. I have not been contacted by them. I am still without permanent plates and have not been offered an extension on the temporary paper plates through the dealership. This is a service that has already been paid for when I purchased the vehicle. I purchased this vehicle on November 5th 2022. The *** representative I spoke with this morning informed me that the request for permanent plates and registration was only partially paid and was only initiated yesterday, February 16, 2023. The *** has informed that the dealership has only paid $329 with $1,729 remaining owed on the said request for permanent plates and registration.

Sincerely,

***************************

Business Response
Date: 02/20/2023
Complaint ID: ********

I apologize for any inconvenience you have experienced. Our Car Sales team has advised they are aware of a delay in getting this matter resolved. However, the information was entered into the California DMV system on 02/15/23 and should be completed in the coming days. Once the final information is manually completed the plates will be sent to you.
Initial Complaint
Date:02/10/2023
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.
Rented a car through insurance because of an accident. Car was returned and paid. The insurance was taking longer than expected so I went back in to ********** and self pay. I got a complete run around. I went in person, emailed and called and no one ever followed up. I asked several times for a manager to call back and I kept being told he would. Very disappointed I had to chase them to rent a car and then never was able to even rent one because of their lack of communication.
Business Response
Date: 02/10/2023
BBB Case 19383573

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

Unfortunately, there were no specific details included in your query and we are unable to locate your rental by name alone. We have also been unable to locate a reservation confirmation by using your provided email address or phone number. We would like to make a meaningful investigation into this matter but will need more information to do so. Please provide us with your 9-digit Hertz Rental Record number or your 11-digit Hertz reservation ID number (begins with K or J). Once received, we will be able to further review your concerns.

Thank you for contacting us.
Customer Answer
Date: 02/10/2023
Can someone call me at ************** and I can explain further.

the issue is when I tried to rent I got the run around and could not rent a car don ***** is no reservations to look up
Business Response
Date: 02/13/2023
Complaint ID: ********

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

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

Unfortunately, there were no specific details included in your query and we are unable to locate your rental by name alone.We have also been unable to locate a reservation confirmation by using your provided email address or phone number. We would like to make a meaningful investigation into this matter but will need more information to do so. Please provide us with your 9-digit Hertz Rental Record number or your 11-digit Hertz reservation ID number (begins with K or J). Once received, we will be able to further review your concerns. If you are needing further assistance,please contact Hertz customer care at ************.

Thank you for contacting us.
Customer Answer
Date: 02/14/2023

Complaint: 19383573

I am rejecting this response because:
in my last message I asked for someone to call me I also attached a email of who I was working with. I was refused a car rental with no reason. I would like to know why I was refused service by your company! I rented in the past, paid and had no issues. Why was I refused to be a customer?
please call me ************

Sincerely,

***************************
Business Response
Date: 02/16/2023
Complaint ID: ********

We must respond to your complaint via this process. Please provide the details as we have requested so that we may properly investigate and respond.
Customer Answer
Date: 02/16/2023

Complaint: 19383573

I am rejecting this response because: clearly the business is not reading my message. I have stated the information they are requesting over and over and I feel like a computer is responding to me. Illbe going to Enterprise next time

Sincerely,

***************************
Business Response
Date: 02/17/2023
BBB Case 19383573

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

Due to you reaching out on BBB we can only correspond via BBB. If you wish to have a phone conversation please contact our *********************** team direct *************.

Please know we take customer concerns seriously.
Business Response
Date: 02/20/2023
Complaint: 19383573

We would like to properly investigate this matter. So that we may do so. Please provide the rental location (city/state) you were denied a rental.
Initial Complaint
Date:02/10/2023
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 car from a Hertz location in ******** ** on February 6, 2023. The rental record # is *********. The car (white **** ** license plate ******** was not given a basic safety inspection prior to being rented to me. I discovered on the second day of driving the vehicle that the brake lights and rear blinkers were not working. I only discovered this because someone driving behind me, alterted me to the issue. Driving with no brake or signal lights is an extreme safety issue and I could have been seriously injured or injured someone else because of Hertzs negligence. When I called Hertz customer service, I asked to be refunded for the two days I was unknowingly driving this unsafe vehicle. The customer service rep told me that the best they could do is give me a $50 voucher. I did not want a voucher because I do not intend to use Hertz in the future as they do not do basic safety inspections on their vehicles. The customer service rep then went on to threaten me and say that if they wanted to, they could charge me for the repairs to the brake lights and rear signal lights so I should take the $50 and be grateful. I feel not only that their business dealings are unethical, negligent, and unsafe, but also that I am being threatened and taken advantage of by a large corporation. I did trade in the faulty vehicle for another one (white ****** license plate FL ******* on 2/8/23 to fulfil the length of my initial rental agreement with Hertz. I do not wish to be reimbursed for the time I had with the properly working vehicle, only for the time which I was using the faulty vehicle. I was charged a total of $229.19 at a daily rate of $57.35. I therefore wish to be reimbursed $114.68.
Business Response
Date: 02/10/2023
BBB complaint: 19382351
RR# *********
This is in response to ********************************
We sincerely apologize for the inconvenience this caused you and your travel plans. All vehicles are to be properly cleaned and in *************** condition prior to being released for rental. Normally services issues, however, may occur as with any vehicle during a customers rental. When this does happen, we recommend contacting the ************************************* immediately for assistance. Emergency Roadside can arrange for an exchange, tow, repair, or make record of your concerns. We were unable to locate any record that your contact our team for assistance.
Our records show a vehicle exchange was provided to you on 02/08/2023 therefore a credit for one-day has been issued to the credit card on your account, please allow 5-7 business days for processing.Per the attached Signed Rental Agreement, you are responsible for the days the vehicle is in your possession.
While I understand this is not the outcome you were anticipating; we ask that you respect our position on the matter as we consider it having been fully addressed.

Thank you for your attention to this matter.
Initial Complaint
Date:02/10/2023
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.
Transaction date: 12/26/22 Amount paid: $722.58 Rental Record #: ********* Business commitment: a clean and operational rental car.Rental was unclean (marijuana odor). Location was alerted. Inquired about exchanging the vehicle at closer locations. 3 separate locations contacted, with no vehicles available.Smell became stronger, and vehicle only used 3 of 7 days.Customer service contacted after ********************** period.Was offered a $50 credit or 950 points (one free day rental). I was dissatisfied. Contacted **************** several additional times,, and was told that the rental policy is to contact Roadside Assistance, who would then provide me with a new vehicle. Essentially it was my fault my experience was poor.In 4 communications with different representatives of Hertz during this rental period, not one person advised me to contact Roadside Assistance. Most recent resolution was an $88 refund (equal to one day rental), which is also unsatisfactory. All exchanges with **************** included a run-around (this is the policy, there is no one else to escalate to, etc.) which is false. There is always someone in a company to escalate an issue to their attention.My final dialogue with them included the promise to contact the Better Business Bureau to file an official complaint if they were unable to offer me a fair resolution that reflected the issues involved, or connect me with someone higher up in their department with the authority to do so. Their **************** representative informed me that the offer of an $88 refund was the best they could offer, and that they were the highest authority available in their department. I asked them to note my efforts to resolve this fairly in their records.The resolution should reflect the following:4 days the vehicle was not used (proportional value of $412.90); and The hours Ive spent communicating with **************** to receive a resolution that is fair, and for their poor treatment of a customer.
Business Response
Date: 02/13/2023
Complaint ID: ********
RR#: *********

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

I apologize for the inconvenience this matter has caused you.

The bad odor of the rental you were provided is a concern to us, please be assured your comments have been sent to our Maintenance Managers at our location for internal review and corrective action.

After further review and consideration, we have proceeded to refund an additional $200.00 of your rental as gesture of our goodwill.

Thank you for contacting us.
Customer Answer
Date: 02/13/2023

Complaint: ********

I am rejecting this response because your offer does not account for the fact that four of the seven days of the vehicle rental were not used as a result of the car's odor. The proportional amount for that rental period is $412.90.
This also does not account for the additional time that I've spent to receive an outcome that is just and fair.
A $200 refund represents anything but "good will." The expectation for a car rental is that the vehicle is clean. This was not the case. The service that is to be expected was not met, and the customer service after the fact has been poor to say the least.

Sincerely,

***********************
Business Response
Date: 02/15/2023
Complaint ID: ********
RR#: *********

I apologized for your dissatisfaction. As you had use of the rental and the compensation is just and fair, we respectfully decline your request for additional compensation.
I hope you will respect our position on this matter as we consider it having been fully addressed.
Initial Complaint
Date:02/10/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
- On 6/3/21 i rent a vehicle from Hertz. Rental Agreement #: ********* CDP#: ******* - 6/4/21, not even a full 24 hours of me having the rental, it started having mechanical issues. The lights would start flashing, the wind shield wipers would come on by themselves, service engine light kept flashing then the car fully shut down. All while i was driving it. I was able to pull into a parking lot at a gas station. I then used the on-star button on the vehicle to get in touch with Hertz Roadside assistance. I let them know what was going on with the car, and let them know that i had a very important funeral to attend... they offered to get me an Uber to the airport to get another vehicle and that a tow truck would pickup that vehicle if i would leave the keys in glovebox. I decline offer because i was in a hurry but still left keys for tow truck driver. I have live update text messages from driver .- Months later i get a bill for $7004.14. Saying i had the vehicle for 55 days when in acuality i didn't have the vehicle for a full 24 hours. Then my credit card was charged for $****** which is currently still causing damages to my credit report.- Hertz then sends me a letter stating that my privileges as well as any membership has been canceled...Honestly felt like there should have been an apology letter instead.- I've called Hertz over and over for a year and never could get any manager or anybody to return my call or even help with this issue.- Someone recently told me about BBB so I'm here to get help ****** is still charged to my credit card and is doing major damages , $7,004.14 in collections!
Business Response
Date: 02/13/2023
BBB Complaint: ********
RR# *********
This is in response to ***************************,
We regret any inconvenience this has caused you and your travel plans. All vehicles are to be in good mechanical condition prior to please released for rental. Our records show that you contacted our ************************** team for on-rent support. The representative arranged for AAA to come tow the vehicle at the designated location provided.
Our records also show when the tow arrived the vehicle was not parked at the designated location, on 06/08/2021 you informed our overdue representative that the vehicle was already returned, the representative reached out to the location who then advised on 06/15/2021 the vehicle was not on the lot. On 06/21/2021 our overdue team contacted you and you advised that the vehicle was not returned due to AAA taking too long. The police were told by the properly owner to tow the vehicle. You were then advised by the rep to obtain the impound information and give us a call back on where the vehicel was being stored. We received a impound notice that the vehicle was impounded and where it was being stored.
In accordance with the terms and condition of the attached Signed Rental Agreement you are responsible for the days the vehicle is not in our possession and therefore the charges are correct. However, as one-time goodwill gesture we have waived the balance due of $7,004.14 and you are therefore no longer responsible for the balance however, you will remain on permanent Rental Suspension due to the vehicle being impounded.

While I understand this is not the outcome you were anticipating; we ask that you respect our position on the matter as we consider fully resolved.

Thank you for your attention on the matter.
Initial Complaint
Date:02/10/2023
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.
During the Period of October 1, 2022 - November 1, 2022, I rented a car from Hertz Rental, Cars ********************************************. Under rental agreement number *********. I am beyond dissatisfied with the way this charge was handled on my card. When booking the rental, the only area to get cars from was ******* **. From where I live it is close to a 45-minute drive. Upon picking up the car I asked the young lady that helped me if I would be able to return the rental to another location. Her response was yes. Not once was I told that I would be charged an additional fee for returning at a different location. This particular time I had returned the Vehicle one day earlier than it was originally due. The vehicle was returned October 31st around about 5 pm at the *********** location - *******************************************. As I dropped off the rental, I had an additional reservation for pick up at this location. Not once did the young lady that helped tell me that there was going to be a fee for dropping off at a different location. Two days later On November 1,2022 I received an invoice statement from Hertz for charge of $2199.33. After making multiple complaints I was able to receive a refund of about $200. I recently received mail from hertz asking for a payment if not I will be on the DO NOT RENT LIST. I went over the rental agreement plenty of times and not once read anything regarding a charge for bringing a vehicle to a different location. If I knew that I would be charged a much as I was then I would have for sure took the day off on NOV 1st, to return to the original location. I have tried to get in contact with the headquarters of Hertz since November 1st, 2022 and still haven't been unsuccessful with this. I am beyond disappointed with the lack of customer service and communication skills with this company.
Business Response
Date: 02/13/2023
Complaint ID: ********
RR#: *********

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

I apologize for the inconvenience this matter has caused you.

Our records show you disputed $1761.24 of your balance for rental record ********* you received $400.00 for the cleaning charge and was informed that the Mileage charge and the charges for returning early are valid. due to this the chargeback dispute was rejected and the amount is owed. Once the balance is paid, we can assist in getting you removed from the Suspended Rental Privileges list. For assistance in paying for this please call our Collections team directly at **************.

Thank you for contacting us.
Initial Complaint
Date:02/10/2023
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: H21310074 Vehicle: 2020 ****** COROLLA Dates: January *****, 2023 I am requesting that Hertz refund the $268.87 charged for rental car insurance during this period.On 1/18/23, I went to Hertz to get a rental car covered by my car insurance in relation to an insurance claim. My insurance paid the cost of an economy rental car through Hertz. The Hertz representative asked if I wanted insurance on my rental car and I declined. I said my car insurance provided coverage for the rental vehicle, but the Hertz representative said my car insurance did not provide any coverage. I said I didn't want their coverage but the Hertz representative again insisted that I needed to select one Hertz's insurance options. Because the Hertz representative insisted and said my insurance would not cover the rental car, I chose a coverage plan that cost a little less than $40/day with tax ($268.87 over seven days).On 1/24/23, I spoke to my insurance (American Family) to extend my Hertz car rental in relation to my claim and the agent I spoke to did so. I asked the agent if my insurance would cover car rental, and the agent said it did and that what the Hertz representative had told me was not correct. The same day I called Hertz to confirm the car rental extension, cancel their insurance coverage, and request a refund. The Hertz rep told me to bring the rental car for inspection in order to remove the Hertz coverage and I did so. Once the Hertz rep completed the inspection and removed the Hertz coverage, I request a refund for the insurance coverage, which the Hertz rep denied. The Hertz rep said their reps OFFER insurance coverage for all rentals and I had choice to accept or decline coverage. I told the rep that was not my experience, but she refused to ***** a refund. I was charged $268.87 on 2/6/23 when I returned the rental car to Hertz.
Business Response
Date: 02/13/2023
Complaint ID: ********
RR#: H21310074

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

I regret any misunderstanding regarding the optional coverages billed during your *********,** rental. On page one of the Signed Rental Agreement (SRA) shows that the Loss Damage Waiver (LDW) and the ************************ was accepted. In accordance with the Terms and Conditions of the attached SRA, and the information in our systems, the $268.87 charge is correct.

We encourage our customers to review the Signed Rental Agreement before leaving our facilities.If a discrepancy is found by the customer, they can have the agent remove the discrepancy and reissue a new agreement.

Based on my thorough review, and after careful consideration the charges bill are valid and no adjustment in warranted. While I understand this is not the outcome you were anticipating, I hope you will respect our position on this matter as we consider it having been fully addressed.

Thank you for contacting us.
Customer Answer
Date: 02/14/2023

Complaint: 18891781

I am rejecting this response because the Hertz representative misrepresented the agreement cited. I do not contest anything about the written documents but rather the Hertz representative misrepresented them by stating I was REQUIRED to purchase insurance and that my own insurance company DID NOT COVER the rental vehicle. Therefore, I once again request a refund of $268.87.
Sincerely,

***********************
Business Response
Date: 02/15/2023
Complaint ID: ********
RR#: H20400844

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

I apologize for the inconvenience surrounding this matter. After further review and consideration, I have proceeded to refund the Loss Damage Waiver for $174.93. Please allow up to 7 business days for processing.

Thank you for contacting us
Customer Answer
Date: 02/16/2023

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.

Sincerely,

***********************
Initial Complaint
Date:02/10/2023
Type:Sales and Advertising 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.
Hello On December 9th 2022, I purchased a vehicle from Hertz car sales in **********. I purchased a 2020 *** 425i. When I made the purchase I asked the dealership does this car come with Run Flats tires, I was told the car does not come with a spare tire. The dealership informed me that the car did have run flats tires, approximately a month later I was driving in the car with my 7 month old son and my 11 year old son in the rain. I received a flat tire and the vehicle became disabled, that's when I realized my car did not have run flat tires. I was stuck on the side of the road in the rain with my too sons in a dangerous situation. I had to get me vehicles towed and I had to purchase a new run flat tire. I contacted the dealership (via) email and I did receive a responses offering me a tire inflator kit and the dealership also tried to convince me that regulars tires are better than run flats, long with some untrue statements regarding run flats tires cant be repaired. The dealership did apologies for missing the tire inspection during the vehicle inspection. I replied to the email from the dealership, explaining to them that I don't want a tire inflator kit, that does NOT resolve the situation and I want run flat tires like I was told that was on the vehicle when I purchased the vehicle. I am trying to resolve the issue without going the legal route.
Business Response
Date: 02/10/2023
BBB Complaint: 19374554
RR# Unknown
This is in response to *****************************,
We sincerely apologize for the delay in response, I reached out to our ******************** team on your behalf regarding your concerns. Per my discussion with the Car Sales Manager a representative left you a message with his contact information to resolve the issue today. We recommend contacting them directly for further assistance.
Please know that we take all customer concerns seriously, please do not hesitate to reach us directly for any further questions or concerns.
Thank you for your attention to this matter
Initial Complaint
Date:02/10/2023
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:
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BBB is unable to locate the business.
I rented a Hertz car through Hotwire at Hertz *********************** location. Hertz confirmation# K3530343621. I picked up the car on 1/18/23. After leaving the airport, i discovered the car had no working radio, blue tooth or sound system. It also developed a terrible knocking sound. I was told to change it out at any Hertz location and went to Hertz in **********. They had no cars and said they would call if any were available, I never received a call. I called Hertz customer service and they said there was nothing to be done except tell the station manager when I return the car. Car was returned on time on 1/24/23. I proceeded to tell the station manager my problems and said she would give me a **** point credit to be used for 3 days of free rental at Hertz. Where is this credit? I called Hertz customer service several times and they said it doesn't exist. I tried calling the *** location directly at least 10 times and the phone is NEVER answered. This is UNACCEPTABLE. I want what I was promised.
Business Response
Date: 02/13/2023
Complaint ID: ********
RR#: 126186804

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

I apologize for the inconvenience this matter has caused you.

While on rent,we ask that our customers contact the Hertz ************************** to arrange for repair or exchange of the vehicle. This service is provided with as little inconvenience as possible to our customers. Per our records there were no recorded calls made to your ************************* about the radio not working and the poor condition of this vehicle.

Please be assure your comments have been sent to the appropriate management team for internal review and to take the necessary corrective actions. Furthermore, I am unable to locate a loyalty account linked to this rental.

Thank you for contacting us.
Customer Answer
Date: 02/13/2023

Complaint: 19373495

I am rejecting this response because: While i had possession of the defective vehicle i called customer service more than once and no representative suggested i call roadside assistance, all they said was talk to the station manager when you return it. it is not the defective vehicle that is the problem at this point...it is the promise of 3 free days of rental from the station manager which was obviously a lie which is galling. i did open a hertz gold account after this rental return in the off chance that the system was waiting for one to apply the points. the number is 57375914. this complaint is the anger and frustration that hertz has caused me due to a lie that compounded a problem.
i want what was promised to me!!!

Sincerely,

*********************
Business Response
Date: 02/16/2023
Complaint ID: ********

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

After further review and consideration, I have proceeded to add **** loyalty points to your membership account as gesture of our goodwill. Please allow 24 hours for points to update.Please be advised that we consider this matter fully reviewed and addressed.

Thank you for contacting us.
Customer Answer
Date: 02/16/2023

Complaint: 19373495

I am rejecting this response because:
I appreciate the goodwill offer of **** points. as i indicated your *** station manager had said **** points would be issued to me which she said would be usable for 3 days of rental. without prolonging this dialog, i would be ok with **** points which would give me 2 days of standard rental. this is a compromise which i think is fair and which i would consider a satisfactory resolution to my complaint.
thank you.

Sincerely,

*********************

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