Complaints

This profile includes complaints for Hertz's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Hertz

  8501 Williams Rd Estero, FL 33928-3325

• 

  Hertz

  PO Box 31166 Tampa, FL 33631-3166

• 

  Hertz

  2905 N 32nd St Fort Smith, AR 72904-4202

• 

  Hertz

  114 International Way Huntsville, AL 35824-0000

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  Hertz

  315 Malalpine Cresent Fort McMurray, AB T9H 4Y4

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:02/03/2023

  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.

  After 5 months of going back and forth with this company they have yet to correct the proper payment. They then said my bill would be sent to a collection agency. I rented the car for originally 9 days. After 9 days I called to extend the vehicle for another 7 days. They told me I would need to come in an exchange because the car I had was being sold. They then gave me a whole new car for the 7 days. They said it would be $217 to extend the car. They ran my card using the same transaction number and my back declined while I was there. I called the bank and they said they would have to swipe my card & run a new transaction. Hertz told me they don't do that, that they add to the existing one. They had a $500 deposit of mine and told me I could pay for the car upon return. When I returned the car 7 days later they charged me $570.51. I paid $422.14 for a 9 day rental. I disputed the amount at my bank since I was told it would be $217 for the additional days. Hertz the reimbursed me for the disputed amount and sent me a bill for what they gave me back. They had said I kept the car without payment, I did not. I returned the car and they gave me a new one. How did I keep the car when I brought it back? This has been a nightmare and after multiple emails to them they adjusted the remaining balance and said I stilled owed $288.71. I do not owe them anything. They then told me that my bill would be sent to collections.

  Business Response

  Date: 02/07/2023

  Complaint ID: ********
  RR#: *********
  
  
  This correspondence is being sent in response to a query made by ********************************
  
  I apologize for any misunderstanding caused to you by the charges billed for your past rental with Hertz in Parma. Our records show you entered a rental contract with Hertz under RR# ********* on 09/28/22 at 17:24h at our Parma location at which time the rental duration was scheduled for 1 week and 2 days at a base rate of $278.55/per week and $55.71/per day. We show your return was scheduled for 10/07/22 at 17:30h. The amount of the rental for the above-mentioned dates was prepaid for in the amount of $422.14 which included taxes and fees for the base rate of the rental. I have attached your signed rental agreement for your review and records.
  
  At the time of rental, we show you added an additional driver to your rental contract by the name of ***************************** at which time the Additional Driver Fee of $121.50 plus applicable taxes and fees was applied to the rental contract for a total of $131.22. Please note, the Additional Driver Fee is a per day fee billed at a base rate of $13.50/per day.Please refer to the attached additional driver signed rental agreement.
  
  Though your rental was due on 10/07/22, we show you returned the vehicle on 10/14/22 which is an additional week beyond the scheduled return date. We do not show our rental extensions team was contacted to change the return date of the contract. However, we do show a vehicle exchange was completed on 10/07/22. Please refer to the attached Vehicle Exchange rental contract.
  
  We show your originally confirmed weekly rate of $278.55 was honored on the additional week of your rental.  In addition, since the Additional Driver Fee is a Per Day fee, this incurred an additional 7 rental days of the Additional Driver Fee. However, this amount was not for the full 16-day rental but for only 14 days at a total of $189.00 plus applicable taxes and fees.
  
  Please note, you prepaid for only 1 week and 2 days rental. At the time of rent, you added on an additional driver to the contract which incurred additional costs. When the vehicle was kept beyond the return date, you were responsible for the additional week billing plus the Late Return Fee. All documentation provided outlines the billing of your rental which is correct and valid at a total of $992.65, $422.14 of which was prepaid at the time of reservation booking.
  
  On 11/13/22, after a dispute was filed by yourself with your financial institution, we received a chargeback in the amount of $353.51. As the charges are valid for your rental based on your rental terms, a refund of these charges was not warranted and therefore the outstanding amount was referred to our ******************** for handling. The balance remains unpaid at this time and must be settled you may contact us to settle the balance due.
  
  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: 02/10/2023

   
  Complaint: 19327107
  
  I am rejecting this response because: First of all I did not keep the car longer than agreed. I returned the car on 10/07/22 as the contract stated. YOUR office then gave me a new car for rental for an additional 7 days. I was told to extend the rental it would be $217 for the additional 7 days. Which was clearly ran through my back with me at your Parma location. (Check your cameras) After it was declined I called the bank and the bank said that Hertz was adding on payment to an already charged transaction. That Hertz would need to run my car as a different transaction. Your office said they could not do that and that I could pay upon return. Like I said I before the car rental for 9 days was $422.14. the additional 7 days they told me would be $217. Hertz had an additional $500 deposit. When I returned the car I had to run my card for the new transaction number and it charged my card $570.51. I am not paying late charges and more than what I was told per your ************ because someone over there dropped the ball. How would a 7 day car rental be more than a 9 day rental? Yes, I disputed the $353.51 because Hertz overcharged me. Who would pay $992.65 for a 2 week car rental? These prices are ridiculous. If I was never told the cost would be $217 then why was my card attempted to be charged 3 times for this amount? You guy keep saying I kept the car, I DID NOT! I returned the car as promised and Hertz gave me a new car for the extension period. This company has made multiple mistakes and wants the customer to pay for their mistake, I will not. Then I receive a final bill for $288.71 (attached). So on top of the $217 you want to charge me another $288.71 = $505.71 for a 7 day rental??? Again when a 9 day rental was $422.14. The whole reason why we did not do a whole new contract was because your office said it would be "cheaper" to extend the contract I already have. (Hertz stated it would be cheaper this way) Again review your camera footage. I do not owe Hertz anything!

  Even if the $422.14 was divided up for a 9 day car rental that would mean the car costed $46.90 a day, so therefor a 7 day car rental would be $328.30 (although that's not what I was told) I was told it would be cheaper to extend the rental instead of opening a new contract. The balance would owed would be $111.30. (That's not cheaper) that is the same amount per day. This company has been unprofessional since returning the car 10/07/22 and has been nothing but a headache. Im sure Hertz has cameras and recorded lines to hear my conversation about this matter. I did nothing wrong as the customer. I did exactly what I said I would do and returned the car when asked. I am being penalized for Hertz not doing their job properly or noting this on their end. They gave me a whole different car on 10/07/22! Why would you give me a whole new car and then charge me late charges and more money that originally told (amount ran on my card). There obviously is some disconnect since my final bill states I owe $288.71 (which I do not owe) and I disputed $353.51. 

  Hertz dropped the ball on this one and I wont pay someone's mistake. 

  
  Sincerely,
  
  *******************************

  Business Response

  Date: 02/10/2023

  Complaint ID: ********
  RR#: 917524296

   

  We must rely on the rental agreement to determine the agreed upon contractual rate. As this is the rate you were charged we stand behind our previous response. There was only one rental agreement as the vehicle shows exchanged on 10/07/22 but there was a new rental agreement processed. 

  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.

• Initial Complaint

  Date:02/03/2023

  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.

  Below is a detailed sequence of event that occurred last evening and I am requesting a reply on how Hertz is planning to rectify this situation. Front desk agents are the front line/face of the company and their actions highly determine if a customer will continue to do business with Hertz. Please do not take this lightly as we are not required to go with the lowest priced car rental company and able to request a different company due to dreadful customer service/*********** Jan/1800 - Accident occurred in *******, **. Car was rear ended at the intersection as the light turn red. Rental agreement under ****************** and driver was ************************* (co-worker). Car was rented under government fare (booked from Defense Travel System) and both members are military on official travel (TDY) orders. Onboard emergency with ****** automatically engaged and I also initiated a call with Hertz emergency roadside assistance (******)***** - ************** arrived. Hertz roadside assistance determined that car warrant towing (contracted AAA) to Hertz car service center (*******************) approximately one mile from Hertz ***************************** location.1850 - Police report generated (IBR - 2023-0000417). Continued dialogue with Hertz roadside assistance determining if AAA is able to tow to service center due to proximity (25 mile) and ability to take two people. Hertz roadside assistance assured us there are rental cars available at *** location.2000 - AAA tow truck showed up and drove to Hertz service center (arrived 2047).2047 - Location was closed (workers were leaving). Inquired on situation and was told that gate is blocked (closed for the day), all workers were done and no one is able to assist us. Recommend that we drive the car to *** location if we are able to drive it.2100 - Drove car to Hertz *** location due to recommendation and proximity (one mile between the two locations).2110 - Arrived at *** car return, parked car and report incident to the three front desk agents (none had name tags). Instead of listening to my situation, the moment I informed them about the accident, they immediately shut me off and said no accident car at return location due to safety. I told them that I was instructed to bring the car there if I can drive it (and that nobody is there to receive the car) and again was shut off with "they will never say that and there are always somebody there even after hours". I proceed with that I spoke with Hertz roadside assistance and that there is a car ready for me and Hertz *** desk agent said "they don't know what they are talking about, they can't see what we have". *** agent then asked me to fill out the Hertz accident report and if I wrote down the vehicle mileage and filled the gas tank up before coming to the location. "Really? You think I planned this?" was my reply and they said that I am liable. Fortunately the tank was still full so I was able to escape the fuel charge (but really?). One of the *** agent decided to take a look at the car herself , came back and said the car is unsafe/undriveable. She also directed that we need to get the car out of there and she's not going to do it. I asked her if it's undriveable then how am I going to get it out of the garage. She replied with "I don't know but you need to get it out of there and it's not me". So basically we were told that the car needed to be out of the second floor garage and we can't drive it. In the end, between Hertz roadside assistance, *** front desk and us (me and my coworker), it was decided that we will drive the car back to the service center and catch an Uber back to *** to get a replacement car.2150 - Returned car to Hertz service center. Parked car in the parking lot and couldn't find anyone to inspect the car (as the *** desk agent claimed). I finally found the last mechanic that was leaving in the back location and was told that there is no manager on location since 5pm. He ended up taking my keys, wrote a note to the manager for the next day and put it on his desk. Meanwhile, Hertz roadside assistance (****** who called back to follow up on our situation) ordered an Uber to take us back to the airport.2200 - Report back to Hertz desk counter. There was a line formed from an arrival flight (5 people in line). Out of the three desk agent behind the counter, only one was servicing a customer. When I told one of the agent that there was no manager on shift at the service center, she replied with "I didn't say that" and that she called the manager and he said he will take a look at it the next day. Earlier she told me that it had to be inspected first before they can provide me with another rental. After 10 minute wait, one of the desk agent announced, "***************, report to the front counter". My coworker approached to the front desk so I also went up to the front desk. Desk agent continued with "can I see your drivers license", then she said "I am confused with this (police report) because the names don't match". She pointed at ******** name and asked why is this name different. I tried to explain to her that ****** was the driver when the accident happened while the rental agreement was under my name (and Government Travel Card). Hertz desk agent did not stop to listen what I said and pointed to the other section (*****) and asked then who is this. I explained to her that was the driver who rear ended us. She pointed back to ****** and asked me if I'm sure that's not me and if that is my American name. I had to repeat and explain the entire scenario and situation again. She followed with ****** is not a registered driver. I informed her that because this is an official government rental on government rate, anyone on official orders are able to drive the car without registering according to ******************************** (DTMO).Front desk agent replied with that is not true and that my coworker could go to jail because the car is considered stolen since he is not a registered driver. At that point I am done with my discussion with them as I realized that the agents are incompetent, with no common sense and unable to process facts. **** - Received a subcompact car (I reserved a compact) with ***** miles for my remainder of rental.In summary, I would like to highlight how unprofessional, arrogant and impolite the Hertz *** staff are. They dispute everything that I was telling them, insensitive to my situation, contradict what they were telling me, and inaccurate on their facts. An experience such as this can easily sway a customer to other companies. I just want things right so this does not happen with other customers. Nobody should be going through an ordeal such as this.

  Business Response

  Date: 02/14/2023

  Complaint ID: ********

  RR#: 121417520

   

  Thank you for bringing your experience to our attention. 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 representatives left with you. As a service oriented company, we rely on customer feedback to help us maintain and improve our service performance standards. Please be assured your feedback will be shared with the appropriate Hertz management for their review and corrective action.

  Please know that we take all customer concerns very seriously and I want to thank you for allowing me the opportunity to review this matter. 
  

• Initial Complaint

  Date:02/03/2023

  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.

  Rental # ********* Rented 01/23/23 to 01/30/23 Paid $350.32 & $102.20 (extra driver)1) waited 105 minutes for rental car. It was dirty & had HALF tank gas. 2) mechanical issue with rental & called 15 locations with no help - finally got roadside assistance - told to drive an hour away to get new vehicle. Turned in old vehicle with FULL tank of gas. Got new car with FULL tank of gas. 3) required to turn in new vehicle with FULL tank of gas when we had received one with HALF tank to begin with. I tried to resolve with hertz & all they wanted to do was give $50 credit to use hertz again. I wont be using them again.

  Business Response

  Date: 02/03/2023

  BBB Case ********
  RA No: *********
  
  This is a response to ****** ****
  
  I apologize for the inconveniences this issue has
  brought. As previously advised, you were not charged for fuel on this vehicle
  and it is not our policy to reimburse for fuel added during your rental. Our
  records show you were already issued a $50 certificate for your experience.
  With these considered, no adjustment is due. While I understand this is not the
  desired outcome, we stand by the final charges billed.
  
  Thank you for contacting us.

  Customer Answer

  Date: 02/03/2023

  
  
  Complaint: ********
   
  
  I am rejecting this response because:

  I had to pay for gas that HERTZ used. I was given a vehicle with 1/2 a tank of gas on 01/23, but was required to turn in my vehicle with a full tank on 01/30. Due to no fault of my own, we had to get another vehicle due to the check engine light being on. We returned faulty vehicle with a FULL tank of gas. 

  We are due the $35.42 in refueling.
  
  How is that fair?!
  
  
  
  Sincerely,
  
  
  ****** ****

  Business Response

  Date: 02/03/2023

  BBB Case ********
  RA No: *********
  
  This is a response to ****** ****
  
  Based on my review with Senior Leadership and the
  local management team, we have determined the certificate of $50 already
  processed is more than fair regarding incident that took place as no fuel
  charges were added to your rental and thus no further compensation is
  warranted. While I understand this is not the desired outcome, this will be our
  final response to this matter as we stand by the final charges billed and
  consider it having been fully addressed.
  
  Thank you for contacting us.

• 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.

  I rented a car January 28th, 2023 from Hertz *** (Pick up date) I prepaid ***** a ****** was applied as well as charge for 18.** for the insurance. Returned the car on a fell tank on the 29th of January. I got my receipt via email and was charged a smoking fee. I do not smoke and I rent every weekend and I have never been charged for smoking. Ok. Called the very disrespectful customer service line. They waived it. On the following Tuesday all charges cleared and my card was over-drafted due to a charge from hertz for ******. I called the rep stated it was all my charges together it will come back. (First lie) Called the following day *** gave me the run around again. Called Thursday and FINALLY got a supervisor and was advised (after I volunteered transaction information) the charge was another customers. Just dispute with my bank excuse me? They said they couldnt fix where I had been charged for someone elses rental and also said I wasnt charged for it when I clearly was. This process has delayed paying my car insurance as well as delayed me from renting a car for my job like I do every weekend. I was disregarded by customer service and the whole ordeal has inconvenienced me as my bank marked it as fraud and issued me out a card that I now have to wait for.I contacted the actual location via email and received no response.

  Business Response

  Date: 02/07/2023

  Complaint ID: ********
  RR#: 140625903
  
  
  This correspondence is being sent in response to a query made by **************************
  
  I sincerely apologize for the inconvenience experienced.  After my thorough review of our records I can confirm a $500.00 credit was issued on 01/31/2023.  This was processed back to the credit card on your account.  I have attached a copy of your updated invoice for your review and records.
  
  Regarding the $293.00 charge you mention, after a thorough investigation of our billing system, I was unable to confirm a transaction for that amount.  However,please provide your statement showing this transaction for further investigation.
  
  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: 02/07/2023

   
  Complaint: 19321813
  
  I am rejecting this response because: I wanted to respond with the information they requested. I also could not rent a vehicle from Hertz due to price of having to wait so long so I had to go to another rental company. I was advised by customer service that the ****** charge was on another customers contract. I had to report this to my bank which caused them to shut my card down and reissue a new one which is VERY inconvenient for my automated payments. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 02/09/2023

  Complaint ID: ********
  Hertz RR#: 140625903
  
  
  This is in response to **************************
  
  As previously advised, a thorough review of our records I can confirm a $500.00 credit was issued on 01/31/2023.  This was processed back to the credit card on your account.  The updated invoice has been attached to this case for your review and records.
  
  Regarding the $293.00 charge you mention, after a thorough investigation of our billing system, we confirmed a transaction for that amount does not appear for us on this end.  Please provide your statement showing this transaction for further investigation as previously requested.
  
  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. Kind Regards,

  Customer Answer

  Date: 02/09/2023

   
  Complaint: 19321813
  
  I am rejecting this response because: I added the bank statement screenshot. Why are you not pulling the calls? The supervisor said based on that number it was attached to another contract. This whole thing is an inconvenience! The 500 has nothing to do with the ******. It was a separate charge as you can see from the screenshot its mine with the prepay charge! I feel you all *** not want to take accountability for this and it is wrong. 
  
  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.

  Rented a vehicle from Hertz ************ ****** **. I requested that my rental to be extended and due to the negligence of hertz employee handling my reservation it was never completed ! I was then charged late fees and extra days for a rental that was returned on the date I requested. Hertz is holding me responsible for the mistakes and laziness of their employees not doing their job correctly. Due to this incident I was charged an extra $110 in illegal fees. The manager of the location ****** is rude has a nasty attitude and refuses to refund me my money back. I will be looking to take this matter to small claims court if this is not resolved immediately.

  Business Response

  Date: 02/17/2023

  Complaint ID: ********

  RR#: 125740381

   

  Thank you for allowing us to review and respond. We have reviewed this matter with the location management who has advised you called to extend the rental, however your credit card declined. You asked them to try again in 5 minutes because you needed to unlock the card. They tried again in 5 minutes, however it was again declined. They called you but there was no answer, they called again the next day but again no answer and they were still unable to successfully extend the rental. As you were aware the card was declining and made no attempt to resolve, 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: 02/18/2023

   
  Complaint: 19313371
  
  I am rejecting this response because:
  
  I was never contacted to extend the rental agreement from anyone ! I contacted support to have my rental extended as your team at the rental location did not and never answers the phone. Youve had employees admit they turn the phone off because they are short staffed. You are lying your team is lying and I will be proceeding to take this to civil court to have my funds reimbursed. 
  Sincerely,
  
  ***********************

  Business Response

  Date: 02/20/2023

  Complaint ID: ********

  RR#: 125740381

   

  After a thorough review of this matter, we stand by our original response.  Although the resolution is not what you preferred, no additional action is warranted.  

• Initial Complaint

  Date:02/02/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was double charged by hertz rental car! My insurance company State Farm paid the claim and hurtz deducted 3100.00$ from my account without my knowledge! I and my insurance company called several times and we have gotten nothing but the run around! The car was also returned in better condition then I received it and I had to pay for repairs to the car while I had it because hurtz was never available when I needed them! This is the worse company I have ever dealt with in my life! Can you please help me with the money that hertz stole from me *****************! Frustrated in *******!

  Business Response

  Date: 02/03/2023

  BBB Case 18972308
  
  This is a response to *************************
  
  I apologize for the inconveniences this issue has brought. 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: 02/04/2023

  This has been a long process and I don't have all the current information but I found this note in my notes cloud on apple phone. 4222N562B Statefarm claims hurtz, also my roommate ************************* was listed on the contract and insurance information. *********************0, what information are you needing? Contract was left in rental. Help please!

  Business Response

  Date: 02/06/2023

  Complaint ID: ********

   

  Thank you for contacting us. We are unable to locate a rental in your name or your roommates name. Please provide the following information: 1. Beginning and ending dates of rental. 2. Address of rental location.  3. Any other information you may have that could be used to locate the rental. Once we have the updated information we will be glad to assist you.

• Initial Complaint

  Date:02/02/2023

  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 booked my rental car reservation on the Hertz app using my Gold status. So when I pick up a car I go to the parking lot and choose a vehicle in the class of my rental then check out at the booth on my ride out where I show my ID and Im on my way. The man in the booth said he was having trouble with my registration so had to cancel is and re-do the whole thing which took an extended amount of time. He assured me it was all done correctly and handed me my stack of papers that included the receipt and I drove off. Before I got off of the airport property I noticed he had added insurance to my bill which was not in the original reservation. Ive been renting from Hertz for over 7 years and have a profile set up online. Ive never taken the insurance. I attempted to call Hertz to remedy the issue over the phone but theres no way I could figure out how to speak to someone about changing your rental agreement while you have the vehicle, you just got rerouted through their automated system over and over again. I gave up on the calling. I emailed their customer service and after a day or two was told that it could be remember but Id need to bring the car back to the airport to be inspected so they could remove the insurance. I was there on business and had meetings all week and wasnt able to return the car until the end of my trip. Then when I did return the car I spoke to the man who received the car, he said he couldnt do anything. He directed me inside. The woman at the counter told me she couldnt do anything and to email her manager and he would handle it. That was over 2 weeks ago and I havent gotten any response. The only person Ive gotten a response from came from the original email that told me to return the car to the airport. She has assured me that theres nothing they can do about it because I signed the contract and took the car. Bring that I booked online, Im not sure I ever signed anything. This bait and switch tactic is unethical and immoral.

  Business Response

  Date: 02/03/2023

  BBB Case 18970422
  RA No: 125579451
  
  This is a response to *************************
  
  I apologize for the inconveniences this issue has brought. Upon my investigation I found that this charge was not signed for and as such I was able to remove the Loss Damage Waiver (LDW) issuing a refund of $209.94. Please allow up to 10 business days for the funds to post back into your account.
  
  Thank you for contacting us.

  Customer Answer

  Date: 02/03/2023

   
  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:02/02/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  HERTZ CAR RENTAL # ********* I reserved a car through ****** APP with the ********, ** location on *********, on Thursday, August 4th 2022 - Tuesday, August 9th 2022. I put the *** in the drop box when I returned the vehicle on TUESDAY August 9th. The Manager named *****, charged me for a 4 week rental on my credit card because he could not find the key. I told him repeatedly it was in the drop box. Then I received a seperate bill for $1,700 he charged me for a new set of keys and a 2 month car rental. I do not even live in the state and did not have the key or the vehicle!! This has caused me so much stress and suffering. The manager overdrafted my credit card which caused my credit score to drop over 100 points! I was in the middle of a homebuying process and now because of your employees mistake, my dreams are down the drain! I called the manager and asked him to call me on FACETIME and show me the dropbox and guess what? THE *** WAS THERE. I still not have been refunded for all the charges! I want ALL MY MONEY REFUNDED including the charges I paid for and I want all the overdraft fees paid for on my credit card and this man terminated!!! I've been going back and forth with him and your customer service department since AUGUST!!! I'm still being billed for tolls when I was told there is a tollpass on the car!!

  Business Response

  Date: 02/17/2023

  BBB Complaint: 18969281
  RR# *********
  

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

  We sincerely apologize for the difficulties you experienced, rest assured your concerns have been shared with the appropriate management team for an internal review and any corrective action deemed necessary.
  

  After reviewing this matter and the documentation provided, we have adjusted the unpaid balance of $833.86 and you are therefore no longer responsible for the balance. In addition, we have adjusted the rate to reflect the original charge per the Signed Rental Agreement, a credit in the amount of $426.09 has been processed to the credit card on file. Please allow **** business days for these adjustments to process.
  

  Please provide a time-stamped and dated copy of your overdraft fees for consideration of possible reimbursement.  Once received, we will review it and provide you with a response as soon as possible.
  
  Thank you for your attention to this matter. 

• Initial Complaint

  Date:02/02/2023

  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.

  On January 21, 2023, I rented a Standard sized car, from Hertz rent a car, through Priceline. When I arrived, they had no standard cars available, and I was told that I would have to pay an additional $25/day for one of the other cars that they did have available. I told them that I should not have to pay them more money because they failed to have the car that I reserved. They asked if I wanted a Tesla. I said no, due to the fact that I had never driven one, did not feel comfortable with learning a new type of car, and would not know where to charge the car. I was told that they would show me and pleaded with me to try it. I took the car, and tried, but felt that it was unsafe for me to try to drive the car while trying to learn how it worked. Their lesson was not thorough enough for me to handle this type of car. When I brought it back, they initially refused to take it back and refused to call the manager for me. They then told me I would have to wait 30 minutes for the manager. I waited for 30 minutes for a manager, who never came out after my wait, and only sent out keys to a compact car. However, no one ever made any monetary adjustment for the difference in price between a compact and a midsized car.

  Business Response

  Date: 02/03/2023

  BBB Complaint: ********
  RR# *********
  Our case#********
  
  This is in response to Alicia
  Clark,

  
  The travel industry at large is experiencing high demand in
  travel while facing shortages in vehicle availability. I apologize we were
  unable to provide your reserved class upon pick up. As a result, I have
  refunded the difference in cost of $50.00 to your card ending in 6875.
  
  Thank you for contacting
  us.

  
  Regards,

  Customer Answer

  Date: 02/06/2023

  
  
  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:02/02/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Made a same day, one way rental with Hertz on Saturday January, 28 between ******** and ****. Attendant in ***************, mentioned the OH office would be closed on Sunday and that while contractually it states I'm responsible for charges until the store opens on Monday, if I properly documented the return date/time and mileage, he expected the receiving facility in **********, **, would waive any fees after the base one day charge. That did not happen and I am being charged $327 for a 8 hour car rental. While I thought the one day charge of $158 was excessive, I was prepared to pay that amount. To pay for an extra day because the business is not open seems patently unfair and unethical. I am asking for a refund of the additional day charge and associated taxes.

  Business Response

  Date: 02/02/2023

  BBB Case 18968633
  RA No: 140475580
  
  This is a response to ***********************
  
  I apologize for the inconveniences this issue has brought. As a gesture of goodwill, I was able to issue a 1-day refund of $163.79 to the card on file. Please allow up to 10 business days for the funds to post back to your account.
  
  Thank you for contacting us.

  Customer Answer

  Date: 02/03/2023

   
  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,
  
  ***********************