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:02/06/2023
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.
*************** made the reservation and paid for the bill to Hertzs Rental Car when my car was out of service. Hertz Rental Car Employees, Manager ******* and Assistant ***** the only two employees that work for Hertz at location: ***********************************************************, **************, requested my credit card and they told me that they need my credit card and only will be used if I will authorize any charges that maybe my Insurance will not cover.This took place on 9/15/2022 when my car was at the body shop. I returned the rental car with the tank full of gas, but few days letter there was a change for $25.00 for gas, I complain, but they never refunded my money. Few months later on 1/27/2023, a changed to my credit card was done and it said ($240.00 purchased at Hertz ********* **).I called Hertz, and I asked ****, what are those charges in my credit card o for $240.00? He said, your account was closed long time ago, call the 1800-number.I did called, but customer service ******* told me that, I did not own any money to Hertz and that ***** had paid my full ***************** time ago. And to go back to **************** for an explanation about those charges in my credit card.I went in person and spoke with **** again, but he told me to speak with the Manager *******. But, she did not care about my complain, she told me well, your account is closed and I cant open it.I told her, what do you mean that my account is closed? These changes was done this weekend on Friday 1/27/2023 and today is only Monday 1/30/2023? Manager ******* replied ** telling you that your account is closed long time ago and I cant open it. I told her, well these changes are fraud and was done here at this office. She got very defensive and again told me, there nothing that I can do. Call the 800#.I left her office feeling very bad about it. And It is FRAUD at this location committed by one or both employees of Hertz Rental Car.****************** 2/5/2023.
Business Response
Date: 02/17/2023
BBB complaint: ********
RR# H17977606
This is in response to ***************************.
We regret any inconvenience this caused you.I have issued a credit for the missing fuel has been issued to the card on file in the amount of $63.84. Please allow 5-7 business days for processing.
Regarding a charge for $250.00, we do not have a record of this charge billed to your credit card. Please provide a PDF copy of your bank statement confirming this charge.

Please know that we take all customer concerns seriously, do not hesitate to reach us directly for future inquiries.Thank you for your attention to this matter.
Customer Answer
Date: 03/02/2023
Please see requested statement of charge.
Business Response
Date: 03/08/2023
Complaint ID: ********
RR#: A19210715

A review of our records indicates the charge was for your rental period 10/27/22 - 11/15/22. You were charged directly for the amount not covered by the 3rd party. However, our records indicate you did a chargeback with your credit card company, therefore $240.00 is now an outstanding balance.
Customer Answer
Date: 03/17/2023
Hertzs Rental Car keep change the story, and it is in your records that at first they said that they didnt have any records of $240.00 changed to my Credit Card, and they requested a picture of those changes to my credit card and that you requested it from me.

But, when you send to them my records of those charges, now they change the story again by telling you that I owe the $240.00 on rental car because my Bank refunded it to my credit card.

I called Geico on 3/9/2023, and Ms. ***** made a 3 ways phone call to find out what it going on with Hertz, at: ************, so the woman that answered the call said:
(I am Very Sorry, it was one error taken the amount of $240.00 from her credit card but we had refunded it to her Bank, and the Bank put it back to her credit card).

Right there, I asked her, when it was done, and I asked her name and in which State she was?
She replied (my name is *******, but Im not in ***, I am in ***********, and the refund should clear in about 10 days).
So, Ms. ***** from *****, told me, do you hear it? ***** had paid the full bill for your rental car. And that you will receive the full refund in your credit card. And I thanked her and she closed up our 3 ways phone conversation with Hertz assistant in ***********.

*********, now again, Hertz Employees are telling you new story, (that the Bank refunded the money to the credit card but that I still owns them the $240.00)?
They are just trying to do the full cover up for the stealing of my money out my credit card!
And one more thing, why a woman from one international Country like *********** is dealing with my credit card issues and my personal information that I trusted to Hertz Rental employees and the *********, ** location?
Business Response
Date: 03/21/2023
Complaint ID: ********
RR#: A19210715

I sincerely apologize for the misinformation provided by our call center representative. This matter will be addressed with the representatives management team for corrective action.

The amount of $240.00 was charged to your Mastercard ending in ****, then a chargeback was initiated which resulted in your financial institution providing you a refund and Hertz not receiving payment. The balance is now outstanding.
Customer Answer
Date: 03/24/2023
See attached doc
Thank you Ms. ******* at Geico Claims.
And you told me today that Geico did paid the full amount of
the rental car under claim ended on 004 for the balance
of $240.00 on 11/29/22.
Please see attached copy of Hertzs invoice and they took again the $240.00 from my credit card without my authorization on 1/27/23.
Business Response
Date: 03/27/2023
BBB Case: 19336057
Rental No: A19210715

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

As previously advised, the charge was not covered by the 3rd party as you had extended your rental period causing the charges to increase. Because you issued a chargeback for the $240 with your financial institution, Hertz did not receive this payment. Adverse chargeback disputes do not mean the charges are invalid and in no way alleviates the renter of responsibility of the charges, therefore the balance owed is valid. 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.

****************
Executive Customer Service
******************************
Initial Complaint
Date:02/06/2023
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I did an online reservation for a vehicle rental for a weekend trip where I was travelling to **********, IA from *******, ** on 2/2/23, # *********, for $228.94. I booked a small sedan for my reservation. When I arrived at the ** *******- ********* location to pick up, I was told that they did not have any standard vehicles to give me and all they had left were electric vehicles. I expressed my concern as I would be travelling to **** which I did not feel comfortable would have enough charging stations for this to work, as well as I have never driven an electric vehicle before and was hesitant. The attendant called another location to see if they had any standard vehicles, but they did not, so this was the only option they could provide me. I went forward with the rental. Once I got to ****, I went to an EV charging station to charge the vehicle. The vehicle would not charge. I tried every charging port and could not get the vehicle to charge. I had to call Hertz Roadside Assistance to have them tow the vehicle to the ********** Hertz location (case *********). I was on the phone with Hertz for 40 min and waited another 40 min before I could get to the ********** Hertz location. I asked the ********** location for a normal, gas vehicle and they provided me with such for the remainder of my rental. I also asked them if they could provide me with a refund for the hassle of being provided an unreliable vehicle for my rental, they said I would need to contact customer service once my ********************** had been returned. I contacted their **************** the morning of 2/6/23 as my reservation was completed. I spoke with ***** and his supervisor and requested a refund for the reservation as I did not feel they provided me with the service of a reliable vehicle for my travels and they informed me all they could provide was $100 off my next rental. I will never rent with Hertz again, so that was unacceptable, they said they couldn't do anything more because I did a prepaid rental.
Business Response
Date: 02/14/2023
Complaint ID: ********
RR#: *********

Please accept my sincere apology for any inconvenience you experienced. While we do state that a vehicle from the class booked will be available, on rare occasions, unforeseen situations arise that result in inventory shortages. This is usually caused by late returns, extended rentals or damaged vehicles. When it does occur, our policy is to provide a vehicle from the next available group at no extra cost. I apologize for the problem you encountered with the charging of the vehicle but I am happy to see you were able to receive an exchange the same day.
As a gesture of our apology I have issued a refund for one day of your rental in the amount of $45.35. Please allow up to 10 business days for the refund to post to your account.
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: 02/14/2023

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:02/06/2023
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.
My description is quite long winded and will be attached as a word document
Business Response
Date: 02/06/2023
Complaint ID: ********
RR#: L38736751

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

Thank you for your patience while I review this matter. We will reach out to the ************,*********** office to see if they have con provide with information regarding your Damage Claim. Once we receive an update into this matter, we will follow up with you.

Thank you for contacting us.
Customer Answer
Date: 02/11/2023

Complaint: 19334418

I am rejecting this response because:

There is nothing to accept or reject at this point, so my only option is to reject. I look forward to a resolution, however, I am becoming less and less optimistic and being forced to spend more and more of my time.

Sincerely,

*************************************
Business Response
Date: 02/13/2023
Complaint ID: ********
RR#: L38736751

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

Thank you for your patience while we investigate this matter, our ************, *********** branch has advised us that the damage claims are valid, and no adjustment is warranted. Please reference the photos for record of this damage claim.

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

Complaint: 19334418

I am rejecting this response because:
There are several reasons this makes no sense. First, I would guarantee that, if provided, the initial pictures taken by the rental agency upon our taking possession of the vehicle will show the damage to the lock. I would like all those pictures provided to me. If not provided, we can assume that that damage existed. Secondly, as stated in the original letter, we were driving down the highway when the car overheated. How would the damage occur then? As such, if the damage didn't occur then, it could have occured at any time prior to our possession. Please provide picture evidence of the vehicle prior to our possession without the damage. If evidence is shown that the vehicle was not damaged immediately prior to our possession, then it can be assumed we did damage the vehicle. If not, we obviously did not damage the vehicle.
Sincerely,

*************************************
Initial Complaint
Date:02/06/2023
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.
Hertz ******* breaks several laws, they do not allow **** of America debit cards, breaking several agreements they have with ***** Which is why its posted on a single sheet of paper. They will also charge ALL black customers a smoke fee, which they will not explain. I have a documented upper repository disease, and cant be around smoke. I also returned the vehicle on time.
Business Response
Date: 02/06/2023
Complaint ID: ********
RR#: 120688466

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

Thank you for your patience while I review this matter. I apologize for the poor experience your encountered during this rental. Please be advised that you were not charged a cleaning/smoke fee. I am sorry for the misunderstanding regarding our debit card policy and for the inconvenience this caused. Please be aware our debit card acceptance policy has changed. Hertz experiences a higher risk on rentals when Debit Cards are used to secure a rental. We understand some debit cards can as credit; however, if the card in question reads as a debit card our agents unfortunately cannot attempt to process the charge.

Thank you for contacting us.
Initial Complaint
Date:02/06/2023
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.
RENTAL RECORD#: ********* VEHICLE ID: 2019 ****** KICKS LICENSE: ** ****** I rented a vehicle from the Hertz/Thrifty location at the *************** location (**** Rental Car ***********, *******, ** *****) on 1/22/23 at 7:24am. I returned this vehicle at the same location on 1/24/23 at 3:45pm, which was earlier than the scheduled date of 1/25/23 at 6:24am. I have photo evidence that this vehicle was returned at that time. This was shortly I boarded a flight to ********. Since that day, I have received daily holds on my credit card of $83 per day. Additionally, after freezing my credit card to prevent further holds, I've received daily calls from Hertz's legal department stating that I have not yet returned this vehicle and to contact them back ASAP. I've called back numerous times. Each time, I've received a promise that a request to close the contract will be sent to the ******* location. Each time I call back, there is no such record of my previous calls or that a request to close the contract has even been submitted. In the meantime, the latest hold attempt on my credit card is at $416. We contacted the *************** Hertz/Thrifty branch and each time it both sends me to voicemail and then informs me that the voice mailbox is full. We have not been able to reach anyone in the ******* location.The day the car was returned, there were no attendants in the parking lot and customers were leaving their rental vehicles parked in a single file in the return lane. My vehicle was returned at the Thrifty rental car return lot and, in accordance with instructions, the keys were left inside the vehicle. I don't see why my contract was not closed when the car was moved by a Hertz attendant. I would like this resolved ASAP and for no further holds to be placed on my credit card.
Business Response
Date: 02/09/2023
Complaint ID: ********
RR#: 127612343

Thank you for contacting us. Please accept my sincere apology for any inconvenience you have experienced due to the delay in your rental being closed out. The rental is now closed and I have attached your rental receipt. Please be advised the authorizations have been released from our end on 02/06/23.
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:02/06/2023
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.
My husband and I went to Hertz a few weeks ago for a rental on an insurance claim while my vehicle was being repaired. My coverage is for $25 per day. When we arrived, the front desk/manager asked if we would like to pay the $25 per day or $80 for extra insurance on the vehicle. I chose the $25 per day, as that is what insurance would cover. I later found out that what I was being opted into was an extra insurance on the rental for $25 per day, not the daily cost covered by my insurance. We were not told that this was an optional coverage in addition to what my insurance covers. It was presented as being one or the other non optional. I spoke with customer service, and they did confirm every staff member is supposed to present that as being optional only. The local Hertz office supervisor was very rude and condescending on the phone and advised there are always options but did not present it that way when the rental was picked up. I feel as though this was a purposeful scam in the language used and that her presenting of this additional insurance was not in line with what is a normal practice for Hertz and would like to know if the amount for that additional insurance can be waived, or at least, have a generous discount applied to it, as it is not something we were aware we had opted into in the first place. The charge for about it $314 has not gone through yet, but since it may be charged this weekend, I would like it reimbursed, if possible, once that charge is made or waived before anything is charged at all. Thank you!
Business Response
Date: 02/06/2023
Complaint ID: ********
RR#: Unknown

We would like the opportunity to respond to your message, but we are having difficulties locating a copy of your rental record; please provide the following information: 1. Rental agreement/record number. 2. Name of primary renter. 3. Beginning and ending dates of rental. 4.Location of rental. Once we have the updated information we will be glad to assist you.
Customer Answer
Date: 02/07/2023
This photo reflects the optional charge of extra insurance aside from what State Farm covered for $25 per day. This is the charge that we were not told was optional when signed up for. The manager then folded this paper several times into other forms and did not explain any of it to us. I was not aware this form was inside of the folded documents until I took everything apart looking for a rental confirmation number for this complaint. I feel that folding the paper that stated this $25 charge was optional several times into other documents so it was difficult to locate adds to my feelings that she was not transparent in this transaction and made attempts to be deceitful in what she was charging. Had I been given this paper on top of the forms or had it explained, I would have been able to see the charge was optional, which the manager is supposed to tell us according to customer service, anyways. Thank you.
Business Response
Date: 02/14/2023
Complaint ID: ********
RR#: H21406221

Thank you for contacting us. I apologzie for any misunderstanding regarding the optional insurances. As we are unable to substantiate a verbal conversation, we rely on the signed rental agreement to verify your acceptance and understanding of your charges. Please note the attached signed rental agreement indicates the *** is optional.
Based on this information, we respectfully decline your request for a refund.
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: 02/14/2023

Complaint: 19329771

I am rejecting this response because: *********** has stated during one conversation with customer service that all employees are to make it known the extra insurance is optional, and in this response, it is only reliant on the customer knowing ahead of time. That is a contradiction in what is being relayed by customer service over the phone and what is being said now. There were two of us there during this conversation, and we both recall her presenting the extra insurance as non optional. Additionally, the rental verification was not handed to me. It was folded into a brochure about Hertz. I was not aware that the rental verification was even given to me. Had I been handed that and seen it was optional on that form, I would have called back to have that optional insurance removed. I am certain that this manger knew that, and that thats why that form was not handed to me but hidden in a brochure that I had to search through a week later. I would also like to know what will be done about the disrespectful and condescending ways in which we were talked to by this manager. Thank you.

Sincerely,

*****************************
Business Response
Date: 02/15/2023
Complaint ID: ********
RR#: H21406221

I apologize for any misunderstanding, unfortunately we are unable to substantiate a verbal conversation. Therefore we rely on the signed rental agreement to verify your understanding of your charges. Our position remains unchanged as you signed and agreed to the *** and in the event of damage or an accident Hertz would have been responsible based on your acceptance of the option.
I sincerely apologize for the impression our representative left with you. Please be assured your comments were shared with the General Manager for their review and corrective action.
Initial Complaint
Date:02/06/2023
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 made a reservation for a car rental with Hertz of *********, **, on Jan 28, 2023. When I went to pick up the car, the Hertz agent said he could not accept my debit card because I had an out of state drivers license. I left without receiving any service from Hertz. I later found that my debit card had been charged $54.72 by Hertz on Feb 1, 2023. I called Hertz to complain but got no satisfaction.
Business Response
Date: 02/06/2023
Complaint ID: ********
Res#: K3850767454

I apologize for any misunderstanding. Because the reservation was not cancelled, a no show fee was charged. I have issued a refund in the amount of $54.72. Please allow up to 7 business days for the refund to post to your account.
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:02/03/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Case ********** We rented at Hertz specifically to rent a Tesla because that's what we drive at home. We picked up the Tesla Model 3 at ************* on ****, and drove it to **************. When receiving the car, we did note the right rims were beaten up but didn't think much of it.Overnight our right passenger tire went flat. We called Hertz in the morning and had it towed to *** Boys. I sat in the tire shop for 4 hours, and they came and told me the rim was bent, and that's why the tire was flat. It will hold air for a couple of days and go flat again, and it is unsafe to drive. So I called Hertz and was towed to **********************, and it was exchanged for a ****** Altima.In addition to having my vacation day ruined, riding in tow trucks, and sitting in a tire shop for a preexisting flaw (we did not hit any bumps or anything that would have bent the rim), we were charged $930 for damage and then charged $120 for fuel for the replacement vehicle when I prepared for fuel in the original contract.
Business Response
Date: 02/06/2023
Complaint ID: ********
RR#: 127892435

Thank you for contacting us. I apologize for any inconvenience you experienced. Please be advised the additional charges assessed are due to the tire expense. Our records indicates the prepaid fuel option was not accepted on your attached rental agreement. When the vehicle was returned it was not returned with a full tank of fuel, therefore the fuel charge was applied.
Customer Answer
Date: 02/07/2023

Complaint: 19328774

I am rejecting this response because:

The charge purchase option was the fuel option. I prepaid the $35 dollars for that. Teslas do not have gas. The clerk stated the contract for the Tesla would apply to the replacement car.
I did not have use of the car on 1-24.
Pep boys told me it was not the tires that were damaged but the rims.
The rims were damaged before I picked up the car. I indicated that concern but was not provided a form to fill out at Hobby. The condition was indicated to be cosmetic. That is also what I assumed but I was wrong.
When I was provided with the replacement ****** at ************** I was provided a condition form. I asked why I was not allowed to fill out a condition form at Hobby despite biting the damaged rims. They stared I should have been.
Not only was my familys life put in danger by giving me an improperly inspected vehicle that had rims incapable of keeping the tire inflated, but you used my time and money to get that car repaired.
The $800 fee for the tire (which was really the previously damaged rims) should be refunded, along with the fuel charge which I prepaid on the Tesla. The day I had no access to the car should also be refunded.
I have received nothing but canned responses from Hertz not applicable to my situation.
Sincerely,

*****************************
Business Response
Date: 02/07/2023
Complaint ID: ********
RR#: 127892435

While the rental agreement doesn't indicate you prepaid the fuel option, in the interest of customer service I have issued a refund for the fuel in the amount of $136.89. Please allow up to 7 business days for the refund to post to your account.
Please be advised our records indicate you had a flat tire during the rental which caused damage to the rim. Due to this you would be responsible for the charges.

Customer Answer
Date: 02/07/2023

Complaint: 19328774

I am rejecting this response because:
the rims were damaged prior to me picking up the car. Check pep boys report. The tire was only flat because the rim was bent. The tire was intact. Pleas check the condition report when the previous customer returned the car. It appeared someone attacked the rims with an angle grinder prior to me receiving the vehicle.
the TPMS did not indicate a low tire when I was driving it. Pep boys indicated the damage to the rim was severe enough that the tire slowly leaked because the bead was not set properly in the rim.
I did not drive it AT ALL when the tire was flat. I drive a Tesla daily. I know how it works. You clearly do not.
You rented me a car with damage that endangered my familys lives and ruined part of our vacation.

Sincerely,

*****************************
Initial Complaint
Date:02/03/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I paid Hertz a total of $600 for an Uber executive rental with unlimited miles so I could drive for Uber. Hertz cars are junk. I had to clean it inside and out to get the stench out of the vehicle. Its ******* Elantra. Someone had vomited on the front seat (which I had scrubbed clean). The $600 included the $200 security deposit, refundable after relinquishing the car back to Hertz.On the last day of the rental, the battery went dead. I called on the next day, the day after the car was due, and told hertz customer service that the battery was dead. They sent roadside assistance to start the vehicle. When I attempted to pull out of the parking lot, the brakes locked up and gave out, at that time I called for service. Hertz said that I had to pay for the tow of the car and I had to go there to sign forms. I could not believe what they said to me and the careless attitude they had shown. They then proceeded to tell me I would be responsible for any repair the vehicle would need. So Im effect, I am not only out of a job because of them, but now Im owing them money??? Thanks, Hertz. You are a horrible company. To future customers: DO NOT RENT FROM THIS COMPANY.
Business Response
Date: 02/10/2023
Complaint ID: ********
RR#: 129469502

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

I apologize for the inconvenience experienced. I appreciate the time you have spent in reporting this to us. I apologize for the condition of the rental you received; this is concerning to us as well due to the high standards of cleanliness we stand by as a brand. All Hertz vehicles are to be properly cleaned, serviced, and in good mechanical condition before being released for rental. We always want to provide quality vehicles to our customers and certainly appreciate you letting us know of your experience. Your comments have been forwarded to the Area Manager for internal review and any corrective action deemed necessary.

I have issued a credit in the amount of $238.04 for the towing fee you were charged. This has been processed back to the credit card on your account. Please allow 57 business days for processing.

Please know that we take all customer concerns seriously.
Customer Answer
Date: 02/10/2023

Better Business Bureau:

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

Sincerely,

*****************************
Initial Complaint
Date:02/03/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This is a complaint to Hertz corporate, not just for this particular location, although this location is where I picked up and dropped off my rental.Rental Agreement #: K2410402241 Rental Dates: 9/29/2022 - 10/2/2022 Parking Citation Number: ******** During my rental dates, I had received a parking citation from the *****************. As soon as I received the parking citation, I immediately disputed with the city as I felt it was incorrectly issued (10/1/2022) and the ***************** suspended the ticket pending the outcome of the dispute. In early December 2022, I received word from the ***************** that the dispute was unsuccessful and that I would owe the original amount. I paid the full amount of $57.50 immediately (12/6/2022). On 12/21/2022, I was charged $87.50 ($30 service fee and $57.50 citation amount) by Hertz and when I inquired about the charge, Hertz responded saying that it is because there was an unresolved parking citation. As I contacted Hertz showing that actually the citation has been resolved, they mentioned they would refund the $57.50 (still not refunded) as I had paid the ticket myself; however, they say that because my violation was paid outside of the 30 day window, they will continue to apply the administrative fee of $30. I would like BBB's assistance in clearing my entire $87.50 balance as the ticket was disputed during the time window Hertz refers to and as mentioned by the *****************, the ticket was suspended pending review of my dispute. After I was notified that I had to pay the citation, it was promptly paid.
Business Response
Date: 02/07/2023
Complaint ID: *********
RR#: 918029066

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

I sincerely apologize for the inconvenience experienced. All refunds and adjustments would need to come from Platepass due to our partnership with them, we would advise for you to contact PlatePass directly at ************* as we do not have access to their billing system to make any adjustments. We would recommend contacting PlatePass directly at ************* for further 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.

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